• Logistics Customer Service Agent

    Job Location US-PA-Philadelphia
    Regular Full-Time
  • Overview

    ERT seeks a Logistics Customer Service Agent to provide ongoing support in the administration areas of clinical trials. Taking over the internal role of the communication between Logistics and Project Management to ensure in-time shipments for the customer.


    ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that our customers can move ahead with confidence. With more than 45 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so it can adapt without compromising standards.

    Powered by the company’s EXPERT® technology platform, ERT’s solutions enhance trial oversight, enable site optimization, increase patient engagement, and measure the efficacy of new clinical treatments while ensuring patient safety. Over the past four years, more than half of all FDA drug approvals came from ERT-supported studies. Pharma companies, Biotechs, and CROs have relied on ERT solutions in 9,500+ studies spanning three million patients to date. By identifying trial risks before they become problems, ERT enables customers to bring clinical treatments to patients quickly – and with confidence. For more information, go to or follow us on LinkedInTwitter, and Facebook.


    In this role, you will handle the following duties and responsibilities:

    1. Technical Support– Assist with the Planning and Setup, Monitoring, and Closeout Phases of study management which may include:
      1. Database setup.
      2. Study documentation development.
      3. Equipment distribution/tracking.
      4. Report creation/distribution.
      5. Archival of study documentation.
    2. Project Management – Coordinate Project Assurance meetings and assist with compiling meeting minutes and action items. Support financial components of study management including:
      1. Assistance with documentation/database updates due to scope changes.
      2. Follow-up related to invoice reconciliations.
      3. Preparation of reports in support of study forecasting activities.
      4. Ensure compliance with timely training completion/documentation.
    3. Customer Support – Process and provide the point of contact for all logistics related questions in accordance to reach the requested service level.
      1. Facilitate issue management by documenting and tracking progress to ensure timely resolution to customer escalations.
      2. Respond to customer inquiries and participate in customer calls/meeting upon Project Manager request.
      3. Take the lead in managing various aspects of a project as requested.
    4. IT Comprehension – Operating in IT systems on a daily basis.
      1. Perform bookings and orders in the appropriate ERP System.
      2. Run reports and prepare analyses for the upper management by using Microsoft Office.
    5. Cross Training for other duties when applicable
    6. Metrics – Responsible for accurate entry of metrics on a daily basis.


    The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  ERT reserves the right to amend or change this job description to meet the needs of ERT.  This job description and any attachments do not constitute or represent a contract.


    Our ideal candidate will offer: 

    1. Bachelor Degree preferred
    2. At least 2 year work experience in a pharmaceutical field (or related industry experience). A logistics background is preferable.
    3. Good organizational, interpersonal, time management and communication skills.
    4. Excellent verbal and written communication skills, including ability to communicate effectively in English
    5. Must be accurate with attention to detail.
    6. Detail oriented and responsive to inquiries and requests.
    7. Familiarity with Microsoft Office including Word, Excel, PowerPoint and experience of working with databases.
    8. Flexible, dependable and the ability to manage workload within client deadlines.
    9. Ability to travel if required.

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 


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