Customer Service Representative

At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. We are seeking a International Customer Service Representative to join our team.

Requirements

• Provide outstanding customer service to internal and external clients via phone and email.
• Respond promptly to inquiries, resolve customer issues creatively, and escalate concerns when necessary.
• Communicate shipment status updates to customers with urgency and professionalism.
• Assist customers with documentation, regulatory compliance, and import/export requirements.
• Follow up on all live jobs, ensuring timely resolution and maintaining high levels of communication.
• Create new shipment orders for international routes and route shipments on reliable flights (NFO service).
• Plan international shipments while considering carrier and country requirements/limitations.
• Enter clear and precise shipment handling instructions into job files for operations teams.
• Verify and coordinate replenishment of shipments in transit.
• Monitor shipments and ensure adherence to client SOPs and regulatory requirements.
• Develop proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.).
• Become a subject matter expert in over 50 World Courier operational SOPs, temperature control and packaging, and import/export regulations.
• Review Dangerous Goods shipments to ensure compliance with regulations.
• Work collaboratively with global departments and offices to support transportation management systems and maintain customer pricing.
• Assist in training new employees and share knowledge to improve team performance.
• Coordinate with World Courier Sales teams to address client feedback, explore new business opportunities, and provide quotations.
• Enter customer expectations into job files and maintain accurate records.
• Report visits, actions, and campaigns in the CRM system.
• Assist in creating presentation materials and reporting information as needed.

Benefits

• Full time
• Benefit offerings outside the US may vary by country and will be aligned to local market practice.