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

📌 Customer Experience Specialist (Martínez)
🏢 OCASA Life Sciences
📍 Martínez