Rep I - Customer Service

Job Overview

Our team members are at the heart of everything we do. 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. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Primary Duties and Responsibilities

• Flexibility in work schedule - 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessary. Most CS Representatives are assigned to work one weekend day as part of their shift.


• Demonstrate professionalism on the phone and in the office.


• Provide Excellent Customer Service to internal and external clients.


• Work together as a team with all departments and offices.


• Make suggestions and recommendations to Supervisor/Manager to continually improve customer service operations.


• Comply with all appropriate policies, procedures, safety rules and regulations.


• Perform related duties as assigned and assist in the training of new employees.


• Proficiency in WorldCourier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.) and be a subject matter expert in 50+ WC operational SOPs, temperature control and packaging, and import and export regulations.


• Review Dangerous Goods shipments and ensure they are prepared, handled, and shipped per regulations.


• Follow Client SOPs for specific handling procedures.


• Answer calls and email communications directed to the International Customer Service Department.


• Enter customer expectations into job file and create new shipment orders for international routes.


• Route shipments on the next available reliable flights (NFO service) and plan international routings considering carrier and country requirements/limitations.


• Enter clear, precise shipment handling instructions in the job file for WC Operations.


• Utilize WC facilities such as OpSTAR to search import/export requirements and assist customers with documentation and regulatory requirements.


• Advise customers on import requirements, customs procedures, duties, taxes, and time in customs.


• Pre-advise destination office for commodities requiring special attention (import permits, formal entry, large size, etc.).


• Follow up with the WC network and clients on open jobs to ensure urgency and high communication.


• Communicate shipment status updates with customers and follow up on all live jobs.


• Assist with customer issues such as delays, missing shipments, price adjustments, and strive for prompt resolution.


• Escalate customers to Customer Service Supervisor or Manager when appropriate.


• Coordinate trucking options as necessary and verify and coordinate replenishment of shipments in transit.


• Monitor WorldSTAR INTL Note Browser for questions and instructions from network offices.


• Communicate with WC Sales to address client feedback, potential for new business, coordinate special orders, and provide quotations.

Reports directly to: International Customer Service Manager and Supervisors.

Experience and Educational Requirements

• College education and/or industry experience preferred.


• Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations (typically obtained through a combination of experience and education).


• Normally requires zero (0) to two (2) years directly related experience.

Minimum Skills, Knowledge, and Ability Requirements

• Strong customer service skills.


• Strong interpersonal skills, positive attitude & self motivated.


• Good decision making skills.


• Good analytical skills.


• Ability to communicate effectively both orally and in writing.


• Ability to resolve customer issues quickly and creatively to improve customer satisfaction.


• Familiarity with WorldCourier services and operations.


• Strong organizational skills; attention to detail.


• Basic knowledge of Microsoft Word, Excel and inventory management system.


• Strong typing/data entry skills.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Benefit offerings outside the U.S. may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Equal Employment Opportunity & Accommodations

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. Harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call or email . Requests will be evaluated on a request by request basis. Messages and emails regarding anything other than accommodation requests will not be returned.