Tracking Specialist

The Tracking Specialist is responsible for ensuring the efficient and accurate monitoring of shipments and logistics processes. This position aims to support the smooth movement of materials by maintaining visibility across the supply chain, resolving issues promptly, and ensuring compliance with organizational and regulatory standards. By optimizing tracking and communication, the role contributes to the overall success of logistics operations and customer satisfaction.

Job Purpose

• This role is essential in maintaining supply chain efficiency, minimizing disruptions, and upholding compliance with industry standards, contributing to the organization’s commitment to quality and reliability in service delivery.
• Act promptly to address shipment discrepancies, delays, or environmental deviations, escalating issues as necessary to minimize impact on services.
• Work closely with the OKAM and Operational team to understand and prioritize study-specific needs.
• Collaborating with various internal departments to ensure they fulfill all customer requests.
• Assisting in resolving complaints and keeping track of all processes that pertain to the client's requirements.
• Assist with study validation activities.
• Communicate with Clients to establish shipping priorities.
• Monitor and oversee the operational performance of key client accounts, ensuring service delivery meets or exceeds agreed-upon standards.
• Address and resolve client concerns, inquiries, and escalations in a timely and effective manner.
• Will serve as an escalation point for study level issues and will coordinate and triage study-specific issues.
• Work closely with internal teams to coordinate responses to clients.
• Analyze key performance indicators (KPIs) and operational metrics to track account performance and identify trends.
• Prepare regular reports and presentations for clients and internal areas to communicate account status, achievements, and areas for improvement.
• Will establish regular lines of communication with sites to manage on-going project expectations and issues.
• Shipment Tracking: Monitor and track the real-time movement of services.
• Communicate with internal teams to ensure on-time delivery and resolve issues related to shipment delays.
• Maintain accurate records of shipping activities, including temperature monitoring data and other shipment documentation.

Qualifications & Skills Required:

• Satisfactory problem-solving skills to help resolve customer complaints or needs.
• Excellent verbal and written communication skills including good command of English and Spanish language.
• Strong customer service and interpersonal skills for dealing with different types of clients.
• Computer proficiency in word processing and spreadsheet applications.
• Ability to establish and maintain effective working relationships with coworkers, managers and clients.
• Strong organizational skills, proven track record of quality, accuracy and attention to detail.
• Demonstrated ability to work in a fast-paced environment while maintaining organizational skills and a demonstrated ability to meet deadlines.

• Strong Coordination Skills.

• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Proficiency with logistics software and Microsoft Office tools.
• Analytical thinking and problem-solving abilities.
• Understanding of clinical trial supply chain requirements and regulatory standards is a plus.
• Attention to detail, ability to multitask, and commitment to quality and compliance in a high-stakes environment.

Work Setting

• Work is performed in an office environment.
• While performing the duties of this job, the employee may be regularly required to sit and use hands and fingers to operate a computer, and keyboard.
• The employee is required to have close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer, and extensive reading.
• The role may require occasional work outside of standard business hours to accommodate client needs or urgent issues.