Provide exceptional customer service by answering incoming calls, resolving billing inquiries, and troubleshooting products. Enhance customer experience through effective communication and identify issues for appropriate department transfers.

• Analyze shipping documents (invoices, packing lists, master/house air waybills) and request corrections when needed. • Critical Analysis: Analysis of commercial proposal vs. customer needs; Check information regarding restrictions on accepting products for transport; • Align expectations internally and with customers. • Exchange instructions with World Courier offices to process shipments in compliance with customs regulations. • Guide importers/exporters on shipping documentation, delivery/pick-up schedules, and customs requirements. • Verify routes, carriers, temperature, and deadlines; schedule collection/delivery with importers/exporters. • Keep World Courier offices, clients, and stakeholders updated on the import/export process. • Create and monitor import/export orders and reports in the World Courier system. • Maintain communication with clients, importers, and exporters via email and phone. • Ensure compliance with World Courier procedures, work instructions, and processes. • Coordinate with drivers, airport staff, and offices to replenish ice packs and maintain cold chain integrity. • Instruct operations teams on routing, packaging, labeling, documentation, handling, and temperature control requirements. • Notify importers, brokers, airlines, and airport authorities of arrivals; confirm temperature-controlled storage and update systems. • Monitor clearance status, arrange recovery of empty boxes/temperature monitors, and analyze monitor deviations with investigations as required. • Identify and escalate shipment risks (especially temperature-related) and propose preventive solutions. • Support leadership by reporting shipment issues, delays, client feedback, and process improvement opportunities. • Participate in critical shipment handling (e.g., billing, cell and gene therapies), team/client meetings, new-hire training, and junior colleague mentoring. • Profitability Analysis of the shipments. Provide Corrective Actions & Preventive Actions (CAPA).

• Analyze and resolve issues for clients using department guidelines and timeframes • Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services. • Troubleshoot client issues, including downloading and updating key software dependencies, collecting details as necessary, and escalation of issues to level 3 and/or engineering as necessary to resolve client issues. • Research required information using available resources. • Provide internal feedback to resolve issues and/or enhance product based on client. • Provide support for a suite of software applications. • Retrieve, respond to, and create cases for client emails within the appropriate service level window following set guidelines and procedures. • Handle inbound calls and create cases within the appropriate service level window following set guidelines and procedures. • Organize ideas and communicate oral messages appropriate to the situation to both clients and co-workers. • Follow up and make scheduled call backs to clients where necessary. • Participate in regularly scheduled internal training on Net Health products.

• Oversee the performance of the online arm of Write Edge • Support day-to-day operations and administrative duties • Ensure safety and appropriate behaviour of students • Address and manage staff complaints and enquiries • Train and manage new staff in customer support • Organise and conduct online open houses • Ensure smooth running of online classes and troubleshooting