ABOUT SMARTWAYS
At Smartways, we specialize in time-critical, complex logistics for the Australasian healthcare community.
Our mission is to lift patient outcomes and save lives in all healthcare industries including medical devices, life science, pharmaceuticals, and clinical trials.
We are driven by a passion for excellence, constantly innovating our services ranging from patient on table emergency deliveries, to preplanned, scheduled temperature controlled global shipment.
At Smartways, we believe that our success is measured not only by our bottom line, but by the impact we have on the broader community, we are the first healthcare logistics company in Australasia that is 100% carbon neutral.
Our team of experienced professionals are committed to making a positive difference in the world, one shipment at a time.
PURPOSE OF THE POSITION
The purpose of the Clinical Trials Support position is to support the setting up of clinical trials logistics in SmartClinical, working directly with client’s project teams, as well as with clinical trials sites. The position will also support clinical depot clients working on outbound shipments from various facilities. Person in this position will be in constant contact with sites and client teams addressing queries, providing training, troubleshooting and problem solving and ensuring all stakeholders have a positive experience. Clinical Trials Support will work with internal teams such as customer operations, life-science operations and commercial teams to ensure the execution of clinical trials shipping is in line Smartways operations in general. This support role will involve account management of small to mid-sized Clinical accounts, as well as support for various major clinical accounts.
ROLES AND RESPONSIBILITIES
· Work with client project managers/coordinators and study teams, on setting up new trials/studies in SmartClinical – promote self-service while ensuring the clients see the process as efficient and well-supported
· Actively work with clinical trials sites to make sure users are added and onboarded as required, and sites are effectively notified about new studies and are aware how to ship for a given study with Smartways
· Handle incoming enquiries and requests for problem resolution via phone and email
· Proactively contact sites to communicate, provide training and education, address concerns/issues, and ensure sites see the Smartways process as efficient and effective.
· Provide training to site teams with onsite visits and via video calls. Ability to travel and manage your own travel is essential.
· Work with Customer Operations and LS Operations to inform of new studies being added, address any queries coming from the teams (and from sites and users), provide training and education, address operations concerns around ETAs, delivery/collection times, Last Call Times and Last Pickup Times.
· Create pricing proposals/quotes as per client requests
· Provide analytical and reporting support on SmartClinical and general Clinical data, helping to monitor commercial targets, identify operations requirements such as new lanes/runs required or packaging requirements
· Manage rate uploads in SmartClinical ensuring clients are charged as per expectations, identify and problem-solve any issues or potential concerns,
· Develop and maintain a deep understanding of the clinical trials sector, as well as of our client’s businesses, including their services and products, markets, and supply chain challenges
· Support the development of the Clinical service offering and solutions for the clinical trials sector promoting efficiency, client experience, communication and technology
· Support the development of clinical trials capabilities and know-how within the company, including the development of clinical study support function/team
· Support the continuous development and management of the SmartClinical platform to become a market-leading solution in the management of clinical trials logistics
· Identify and support Head of Clinical in pursing new opportunities within the clinical market
· Attend industry conferences and events to network with site personnel and client operations teams
· Help to prepare business review presentations and participate in Business Review meetings where required
· Provide operational and financial insights to a variety of stakeholders and support tenders, pricing and presentations based on customer requirements
· Success in this role is measured by:
- Shipment volumes and revenue growth on all key accounts
- Uptake of SmartClinical, consistent pipeline of studies being setup with increasing volume of shipments being booked directly in the portal
- Clinical trial sites feedback and satisfaction scores
- Efficient setup of studies and time-to-resolution of issues
- Positive feedback from LSO, Global Forwarding and Customer Operations teams, as well as other internal stakeholders
ACADEMIC QUALIFICATIONS
· Bachelor’s degree in business administration, logistics or a related field
WORK EXPERIENCE AND SKILLS
· Minimum of 3 years of experience in a customer and operations support role
· Good understanding of clinical trials including stakeholders involved, dependencies, role of clinical trials and their phases, and the logistics required to support a clinical trial
· Ideally direct experience in management of clinical trials logistics – including shipping of biological samples and investigational product shipments, supporting or managing study setups, and determining logistics requirements including lane mapping, call times and collection times, temperature and packaging, and turn-around times
· Demonstrated experience in supporting clients and other internal/external stakeholders in a broad variety of requests including
· Experience in account management and/or customer service role with ‘client first’ mentality
· Experience in conducting training, in person and on-line, as well as developing clear and concise training materials, manuals and work instructions
· Ability to work independently and as part of a team, with strong problem-solving skills and initiative to provide solutions. A proactive approach, good attitude and ‘owning the outcome’ are essential in this role.
· Strong communication, negotiation, and interpersonal skills
· Proven track record of meeting timelines and achieving targets and developing new business opportunities
· Ability to travel as needed to meet with clients and attend industry events.
· Understanding of revenue models, rate cards, P/L, cost-to-serve and commercial analytics
PERSONAL QUALITIES AND BEHAVIOURAL TRAITS
· Stakeholder first mentality and commitment to provide the highest level of service and user experience to external stakeholders (i.e. customers) and internal stakeholders
· Aligned with the Smartways values
· A ‘doer’ and hands-on operator who likes to ‘roll their sleeves up; and get things done, and do them fast
· Good judgement with strong focus on results and effective problem solving. Strong initiative to achieve outcomes.
· Ability to collaborate, co-operate and network effectively within a demanding, culturally diverse stakeholder environment
· Comfortable in a dynamic, fast changing, complex and unstructured environment
· Extremely conscientious
· Self-motivated, analytical, and methodical to drive results
· Resilient mindset with a positive attitude
Pay: $75,000.00 – $90,000.00 per year
Work Location: In person
