Job Details

Reporting to the Customer Service Manager, the Customer Service Representative is responsible for providing exceptional customer service by managing incoming inquiries, processing customer orders, coordinating domestic and international shipments, and ensuring timely and accurate communication with clients. The role requires a high degree of professionalism, attention to detail, and the ability to work effectively in a fast-paced, highly regulated logistics setting.

- Receive and respond to customer inquiries via telephone, email, and online order entry systems with the highest level of courtesy and professionalism.
- Process customer orders accurately and efficiently, providing confirmations as requested.
- Answer service-related questions and resolve customer concerns regarding shipments and services in a timely and professional manner.
- Escalate complex issues, complaints, or service failures to the appropriate personnel when necessary.
- Maintain accurate and up-to-date shipment information within company operating systems.
- Coordinate domestic and international shipments from order entry through final delivery.
- Route shipments based on commodity type, volume, temperature-control requirements, transit times, and customer specifications.
- Coordinate pickups and deliveries with local and international offices, agents, carriers, and service providers.
- Verify shipment documentation, customs paperwork, and protocol-specific requirements to ensure compliance and avoid delays.
- Monitor shipments throughout the transportation cycle to ensure adherence to service levels and customer expectations.
- Provide proactive shipment updates, tracking information, and communication regarding delays,



exceptions, or delivery issues.
- Adhere to all company procedures, work instructions, SOPs, GDP/GMP guidelines, and regulatory requirements.
- Ensure accurate documentation, record retention, and maintenance of shipment records.
- Identify service failures and support corrective and preventive action (CAPA) activities.
- Assist with quality investigations and continuous improvement initiatives.
- Provide suggestions and recommendations to management aimed at improving customer service processes and operational efficiency.
- Provide shipment updates, tracking information, and proactive communication regarding delays or exceptions.
- Ensure all customer requests are entered accuratelly into company operating systems.
- Serve as the primary contact for escalations and work with internal teams to achieve timely resolution.
- Verify shipment documentation, customs paperwork, and protocol-specific requirements.
- Coordinate pickups and deliveries with local and international offices, agents, and carriers.
- Monitor shipments to ensure compliance with agreed service levels and customer expectations.
- Maintain compliance with World Courier SOPs, GDP/GMP guidelines, and customer-specific requirements.
- Ensure accurate documentation and record retention.




- Identify service failures and assist with corrective and preventive actions (CAPA).
- Support quality investigations and continuous improvement initiatives.
- Assist management with reporting and data analysis.
- Work closely with Customer Service, Operations, Dispatch, Warehousing, Customs Brokerage, and Sales teams.
- Maintain professional relationships with customers, clinical sites, laboratories, sponsors, and external logistics partners.

Qualification:

High School Diploma/GED or equivalent experience required.

Experience

2+ years of experience in of progressive operations support, business operations, administrative roles, or a related field required.

Minimum Skills, Knowledge & Abilities:

- Excellent verbal and written communication skills.
- Strong customer-focused mindset and problem-solving ability.
- Ability to work in a fast-paced, time-sensitive environment.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities simultaneous.
- Proficient in Microsoft Office applications and operational systems.
- Ability to work independently while collaborating effectively within a team schedules and variable workloads with a calm, customer-focused approach.
- Flexibility to work in rotational shifts and varying schedules.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day.

In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.

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