Clinical Trial Support

Job Description

Get AI-powered advice on this job and more exclusive features. Great new office in Macquarie Park location A role and company with purpose Thriving culture, bright future At Smartways, we specialize in time-critical, complex logistics for the Australasian healthcare community. Our mission is to lift patient outcomes and save lives in all healthcare industries including medical devices, life science, pharmaceuticals, and clinical trials. We are driven by a passion for excellence, constantly innovating our services ranging from patient on table emergency deliveries, to preplanned, scheduled temperature controlled global shipment. At Smartways, we believe that our success is measured not only by our bottom line, but by the impact we have on the broader community, we are the first healthcare logistics company in Australasia that is 100% carbon neutral. Our team of experienced professionals are committed to making a positive difference in the world, one shipment at a time. About the Role We are looking for a proactive and customer-focused Clinical Trials Support Specialist to support clinical trial logistics. In this role, you will onboard sites, interact with clinical trial customers, resolve issues, and ensure seamless shipments. You will collaborate closely with client project teams, clinical trial sites, and internal Smartways teams to ensure the efficient execution of clinical trial shipments. You will engage with sites, provide training, troubleshoot issues, and work with customer operations, life-science operations, and commercial teams to uphold our high service standards. Your Key Responsibilities Set up new clinical trials in our portal, ensuring a smooth and efficient process for clients. Engage with clinical trial sites to onboard users, provide training, and address queries. Deliver exceptional customer support by handling inquiries and problem resolution via phone and email. Provide training through on-site visits and video calls. Collaborate with internal teams to ensure clinical trial shipments align with Smartways' operations. Support pricing and commercial activities, including generating proposals and rate uploads. Analyze clinical trial logistics data to identify operational needs and improve efficiency. Attend industry conferences to strengthen relationships with stakeholders and stay ahead of market trends. Prepare reports and presentations for business reviews and operational insights. About You Minimum 3 years’ experience in a customer support, clinical trial support or operations role. Knowledge of clinical trials—understanding of stakeholders, phases, and logistics requirements. Experience in clinical trial logistics is highly desirable (biological sample shipping, investigational product shipments, site support, etc.). Strong problem-solving skills with the ability to work independently and collaboratively. Excellent communication skills—able to train and educate site teams effectively. Proficiency in Microsoft Office and web-based systems. Ability to travel for client meetings and industry events. Strong analytical and commercial acumen (rate cards, cost-to-serve, pricing models). A hands-on, results-driven attitude aligned with Smartways’ values. Why Join Us? Make a real impact—support life-saving clinical trials and improve patient outcomes. Be part of a thriving, purpose-driven culture in a fast-growing organization. Opportunities for professional development and career progression. Collaborate with industry leaders and innovative healthcare logistics experts. Enjoy Birthday Leave—a paid day off to celebrate your special day! If this role excites you, but you don’t meet every requirement, we still encourage you to apply! We value enthusiasm, problem-solving skills, and a commitment to excellence. Join us in shaping the future of clinical trial logistics! Seniority level Mid-Senior level Employment type Full-time Job function Research, Analyst, and Information Technology Industries Hospitals and Health Care #J-18808-Ljbffr