Biocair is an expert in temperature-controlled life sciences logistics, having been providing pharmaceutical professionals, researchers, and scientists with industry-leading cold chain solutions for over 35 years. We move time and temperature sensitive shipments which really make a difference to people’s lives be that through vaccines or our growing Cell & Gene Therapy business and with approximately 550 employees we operate globally across more than 160 countries, via multiple locations and are opening more each year. The company has grown significantly in the last 5 years, and this is the key driver for this role. There has never been a better time to join us and help Move Science Forward!

The role of Customer Compliance Associate is crucial to ensuring that customer accounts are established in a timely and efficient manner. The role is the first point of contact between the Quality Assurance team and prospective customers and therefore sets the scene and establishes the relationship for the department. The purpose of the role is to ensure that prospective customer relationships are reviewed for compliance and reputation risks, whilst also endeavouring to support other teams in building the required rapport. You will be expected to be highly organised and complete tasks within the timelines agreed with the Sales and wider Quality & Compliance Team. As the role includes processes intended to meet Biocair’s regulatory obligations, excellent attention to detail and adherence to agreed standards is essential.

The role can be home based, in the local Biocair office or a combination that suits. Training can be completed remotely but you will be required to travel to the local office for meetings or specific training from time to time.

Main Purpose of the Role:

To work as part of the Quality and Compliance Team (QCT), ensuring that customers are onboarded adequately and in a timely manner, ensuring compliance with regulations is maintained. Undertake activities to ensure that Quality and Compliance obligations are met, while satisfying customer requirements, and providing valuable support to our Operational and Sales staff.

Key Responsibilities:

· Customer Onboarding

o Works closely with the Finance and Sales teams to complete new customer qualification through a specific due diligence check (Know Your Customer (KYC) Checks) within agreed timelines.

o Completes Denied Party Screening (DPS) investigations where KYC checks indicate that there is a risk relating to sanctions, in line with legal and company requirements, and maintains records as directed by the Compliance Team.

o Collaborates with the Compliance team to ensure adherence to TSA regulations in the US.

o Communicates and collaborates effectively with other departments to ensure that these tasks are completed in a manner that helps to build customer and internal relationships.

o Working with the Compliance Team, ensures that sanctions compliance requirements and reputational risks posed by third-party customer relationships are suitably understood throughout the organization. Working with the Compliance Team to contribute to the Supply-Chain Threat Assessment in the context of customer associated risk.

· Quality Agreements

o Negotiates the terms of Quality Agreements with customers on behalf of Biocair, ensuring that customer expectations are clearly understood, Biocair’s interests are suitably protected, and appropriate provision is made internally to deliver on agreed terms.

o Where necessary, consults with identified Subject Matter Experts within the organisation to ensure that additional requests or modifications are feasible and in line with Biocair standards.

o Ensures that the terms of executed agreements are effectively communicated to the Biocair departments responsible for meeting the expectations, ensuring that customer requirements are met.

o Maintains the Quality Agreement records, including those that are used to capture customer-specific requirements.

As part of change control processes, ensures that the change lead is provided with sufficient information to enable change notifications in line with the expectations in the Quality Agreement. For changes implemented by the Quality and Compliance team will also execute the notification, ensuring to collaborate with Sales, Marketing and other teams that may receive queries from the customer.

· Customer Questionnaires

o Works closely with the Sales and Operations teams to ensure that prospective/existing customers are provided with sufficient information to fulfil their supplier onboarding processes. This shall include:

§ Provision of the Self-assessment Questionnaire and associated documentation (ISO certificate, WDA(H), SOP list etc) within 24 hours of request.

§ Where the self-assessment questionnaire is not sufficient, shall complete the relevant sections of the customer’s own questionnaire within one week of request.

Where the customer questionnaire includes information from other departments, such as Legal or Operations, shall ensure that the relevant questions are sent to the appropriate contact and answers retrieved in a timely manner, allowing return within the target timeline.

· General

o Support customers and Biocair staff through handling of adhoc queries relating to duties or directing the query to the relevant contact within the organisation.

o Support departmental actions to ensure regulatory, strategic, and departmental objectives are met.

Other duties as assigned

Qualifications:

Essential:

· Associate degree (2+ years with relevant experience) or Bachelor's degree (1+ years of relevant experience)

· Excellent organization

· Attention to detail

· Excellent communicator, both verbal and written.

• Collaborative approach, working across functional areas and cultures.
• Able to work independently as well as part of a team while being able to show initiative to solve problems and look for solutions.

Desirable:

· Experience with GDP regulations

· Previous experience in a customer service discipline

· Ability to articulate with all levels of the corporate structure

• Independent and neutral - Ability to remain impartial
• Proven ability to work well under time pressure
• Experienced and comfortable with providing a high level of accuracy and attention to detail
• Understanding of key quality processes such as change control, CAPA, RCA, Nonconformances, etc.
• Intermediate MS Office skills (Excel, Word, PowerPoint, Visio)

Our Company Values matter, and guide all that we do each day. The incumbent will be expected to operate in line with the company values of; Care, Customer Service, Knowledge, Commerciality, Teamwork, Dedication, Discipline, Speed of Execution, Integrity.

In addition the following competencies will be essential for the role:

• Critical Thinking and problem solving
• Influencing – ability to share knowledge and experience
• Flexibility and adaptability
• Be an advocate of change – help to improve processes and procedures
• Positivity
• Can Do attitude

Job Type: Full-time

Pay: Up to $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Cary, NC 27513

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