Job Description

The Customer Excellence Specialist serves as the primary liaison between OCASA Life Sciences and key stakeholders within the clinical trial supply chain, including CROs, Sponsors, Clinical Research Sites, and Clinical Monitors. This role is responsible for enhancing customer experience, identifying operational improvement opportunities, strengthening site engagement, and ensuring the successful delivery of logistics services that support clinical trials.

Key Responsibilities

• Serve as the main point of contact for Clinical Research Sites and other stakeholders throughout the clinical logistics process.
• Build strong relationships with CROs, Sponsors, Clinical Monitors, and Research Sites to ensure a positive customer experience.
• Monitor service performance, identify areas for improvement, and communicate recommendations internally.
• Proactively identify potential operational issues and coordinate corrective actions before they impact service delivery.
• Escalate critical issues and ensure timely resolution in accordance with established service levels.
• Conduct visits to strategic clinical research sites to gather feedback, assess operational performance, and strengthen partnerships.
• Support the onboarding, training, and re-training of clinical research sites on OCASA processes and tools.
• Collect, analyze, and organize customer feedback and operational insights, transforming them into actionable improvements.
• Collaborate with internal departments to implement initiatives that enhance customer satisfaction and operational efficiency.
• Develop and maintain reports, KPIs, and performance metrics to ensure operational stability and continuous improvement.
• Promote adoption and effective use of OCASA Life Sciences tools and services.

Qualifications & Experience

• Bachelor's degree in Business Administration, Logistics, Healthcare, Life Sciences, or a related field preferred.
• 3–5 years of experience in Customer Success, Account Management, Client Services, Operations, or a similar B2B environment.
• Experience working with clinical trials, healthcare, pharmaceutical, or logistics organizations is highly preferred.
• Experience delivering training, onboarding programs, and stakeholder presentations.
• Strong experience managing KPIs, performance metrics, and continuous improvement initiatives.
• Knowledge of clinical trial logistics, supply chain operations, or life sciences services is a strong advantage.

Skills & Competencies

• Excellent communication and relationship-building skills.
• Customer-centric mindset with strong empathy and professionalism.
• Strong organizational and prioritization abilities.
• Critical thinking and problem-solving skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Analytical mindset with the ability to synthesize information and communicate recommendations clearly.
• Strong teamwork and collaboration skills.
• Proactive, self-driven, and results-oriented.

Language Requirements

• Portuguese (ideal)
• English (Required)

Work Environment

• Occasional travel to clinical research sites and customer locations may be required.
• Office-based work involving extended periods of sitting.
• Ability to lift up to 50 pounds when operational support is required.