Senior Representative - Customer Service

POSITION SUMMARY:

Prepares and manages clients’ shipping orders domestically and internationally. Primary duties include reviewing shipment requirements to ensure shipments are promptly processed and proactively communicating updates.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Professionally answer emails and calls directed to the Customer Service Department
• Create new shipment orders for both domestic and international routes.
• Validate new orders received from the customer portal to ensure the accuracy of information and documentation.
• Works closely with all global customer services teams.
• Utilize World Courier’s operational tools to search import requirements.
• Advise customers on the regulatory requirements of importing into foreign countries (customs procedures, duties, taxes, time spent in customs according to value, and documentation requirements).
• Pre-advise destination office for commodities requiring special attention, such as import permits, formal entry, large size, etc.

• Provide standard quotes to customers.
• Planning domestic routings while considering carrier requirements.
• Routing domestic shipments on next reliable and direct flights out (NFO service).
• Entering clear and precise notes/instructions of customer expectations into the job file.
• Manage system visibility reports.
• Liaises with other World Courier offices/departments to find solutions to meet customers’ needs better.
• Analyses and email temperature data to clients.
• Providing continuous support to the client and internal operational teams throughout the duration of the shipment.
• Monitoring shipment during transport and reacting flexibly to any deviation from the plan.
• Give proper instructions to Ops to handle the shipment correctly.
• Communicate with national and international stations and agents.
• Continuously checks shipment status, provides regular customer updates, and involves offices on shipment milestones.
• Flexible work schedule (24-hour company will require overtime, holiday schedules, and weekend shifts as necessary).
• Compliance with all appropriate policies, procedures, safety rules, and regulations.

• Performs related duties as assigned.

Level II - Shipment Types

• Drug/Biological domestic, exports and imports
• Packaging placement
• Shipments < 1000 lbs.
• Human or mouse origin

WORK SCHEDULE
Tuesday to friday - 8 am to 5:30 pm

Saturday - 8 am to 5 pm

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EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• University Degree in foreign trade, business administration, logistics, industrial engineering or related careers from an accredited university.

• Minimum 2 years related and progressive experience.

• Effective English communication, including writing, speaking, and interpersonal communication.

• University degree validation:

• Technician in logistics, business administration, industrial engineering or related careers with 3 more years of customer service experience required.

• Technologist in logistics, business administration, industrial engineering or related careers with 2 more years of customer service experience required

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Soft skills and industry knowledge of best practices to maintain and improve the supply chain stages. Those skills often include:

• Quick critical thinking and problem-solving abilities
• Excellent customer service and client relations skills
• Organization and time management skills.
• Good collaboration and teamwork abilities
• Ability to work in a fast-paced environment.
• Ability to use computers, software, and other technology to manage shipping orders and communicate.
• Understanding of the supply chain, including common obstacles and effective solutions
• Strong geography knowledge
• Interpersonal skills sufficient to develop and maintain cooperative working and business relationships with others.
• Strong organizational skills, and attention to detail
• Self-motivated and uses own initiative.

What Cencora offers

​Benefit offerings outside the US 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.

Full time

Affiliated Companies

Affiliated Companies: World Courier Inc

Equal Employment Opportunity

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.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, 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 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned