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Position Summary:
Under general direction of the Business Solutions Manager, the "CTM Star Support Consultant" will be responsible for:
Collaborating in the administration of World Courier Warehouse Management System (WMS), CTM Star, to handle protocols information related to invoicing, status and inventory details within CSS Depots.
Assisting in the testing phase of new features of WMS, Billing System or Business Intelligence reports by challenge Beta Systems, generating user manual, conducting training sessions and assisting depots teams in case of doubts or queries.
Assisting continuously all depot staff with all matters related to day-to-day operations in WMS: register of data, stock verification and control, assignation of passwords, in a timely manner.
Being responsible for the WMS user management by the creation of new profiles, assignment to studies, notification to internal and external users, maintenance, register and disabling.
Analyzing, troubleshoot and summarize technical issues and provide solutions whenever possible.
Handling technical escalations (to IT Support or IT development) from customers or internal team when the issue couldn't be solved at this level.
Assisting WC customers in all aspects related to the WMS Webpage Management such as problems with the access, how to use the tool, questions on where to find specific information or request for reports.
Providing support to CS Department on WMS during protocol´s life (Webpage and reporting capabilities mainly).
Work together with the WMS Support supervisor in the creation of training material (user manual, videos, slides or other) for all those applications being supported by the team.
Provide WC clients and internal users assistance in the generation of reports (transactions, inventory, KPI, etc.) which cannot be directly obtained from WMS Webpage.
Responsibilities:
Be familiar with the Clinical Trial or Commercial project, in order to work in the products configuration in WMS.
Create, maintain and update Protocol information in WMS master data with all the details related to invoicing, status, statistics information and product handling.
Provide all CSS Staff (Depot Management, Depot Pharmacists, Depot Managers and Depot Staff) with technical support regarding the WMS.
Collaborate with other Company Departments in order to obtain reports and to assure that all sorts of information arrive in a timely manner.
Assist in the revision/update of department documents such as User manuals, Work Instructions, Read Me Notes, Test Scripts etc.
Enable, maintain and disable internal and external users in WMS and assign them the corresponding profiles so that only applicable tasks can be performed.
Assist World Courier clients in the use of WMS webpage.
Keep monitoring performance metrics updated.
Reports Directly To:
Manager, Business Solutions
Experience and Educational Requirements:
Minimum of 2 years' experience in a related function is required, technical call center/help desk preferred.
College or Bachelor degree in Computer Science, Information Technology desirable.
Computer proficiency.
Skills and Knowledge:
Experience in a related function, technical call center / help desk preferred.
Computer Science, Information Technology skills.
Strong verbal and written communication skills.
Fluency in English (mandatory).
Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
Ability to multi-task; diligence; self-organized.
Ability to work collaboratively but also independently with minimal supervision.
Ability to handle multiple projects simultaneously.
Ability to work under pressure.
Individual must be knowledgeable of the types of office management equipment and methods.
Individual should be proficient in Microsoft Office applications such as the latest versions of Word and Excel.
Represent a positive and professional image for the department.
What Cencora offersBenefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.#J-18808-Ljbffr