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Job Details
Primary Duties And Responsibilities
1. Flexibility in work schedule – 24-hour company requiring overtime, holiday scheduling, and weekend shifts as necessary.
2. Assigning most CS Representatives to work one weekend day as part of their shift.
3. Demonstrating professionalism on the phone and in the office.
4. Providing excellent customer service to internal and external clients.
5. Collaborating with all departments and offices.
6. Making suggestions to improve customer service operations.
7. Complying with policies, procedures, safety rules, and regulations.
8. Assisting in training new employees.
9. Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, etc.).
10. Becoming a subject matter expert in WC operational SOPs, temperature control, packaging, and import/export regulations.
11. Reviewing Dangerous Goods shipments for compliance.
12. Following Client SOPs for specific handling procedures.
13. Handling calls and emails for the International Customer Service Department.
14. Entering customer expectations and creating shipment orders.
15. Routing shipments considering carrier and country requirements.
16. Providing shipment instructions and assisting with documentation and regulatory requirements.
17. Advising customers on import procedures, duties, taxes, and customs.
18. Pre-advising destination offices for shipments needing special attention.
19. Following up on jobs, communicating with clients, and updating shipment statuses.
20. Assisting with customer issues and escalating when necessary.
21. Coordinating trucking options and verifying shipments in transit.
22. Monitoring WC systems for instructions and communicating with sales for client feedback and quotations.
Experience And Educational Requirements
* College education and/or industry experience preferred.
* Experience in business, sales, marketing, computer sciences, or related fields; 0-2 years of related experience.
Reports Directly To
International Customer Service Manager and Supervisors.
Minimum Skills, Knowledge And Ability Requirements
* Strong customer service skills.
* Experience in logistics is a plus.
* Interpersonal skills, positive attitude, and self-motivation.
* Decision-making and analytical skills.
* Effective oral and written communication.
* Ability to resolve customer issues promptly and creatively.
* Knowledge of World Courier services and operations.
* Organizational skills and attention to detail.
* Proficiency in Microsoft Word, Excel, and inventory systems.
* Strong data entry skills.
Work Environment
The work environment is as described, with accommodations available for individuals with disabilities.
What Cencora Offers
Benefits vary by country and are aligned with local practices. Full-time employment benefits are provided.
Affiliated Companies
World Courier (Austria) GmbH.
Equal Employment Opportunity
Cencora provides equal employment opportunities and prohibits harassment. Reasonable accommodations are available for individuals with disabilities upon request.
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