Customer Service - Key Account Rep III

World Courier; Bogotá; Hybrid; COP 27,900,000 - 44,640,000; Full time

Job summary

World Courier de Colombia S.A. seeks an experienced customer service professional to support case handling and operations in a hybrid, full-time role. You will document transactions, maintain audit-ready records, monitor queues, and coordinate with internal teams and partners to resolve cases efficiently.

The ideal candidate has 2+ years in customer service or related fields and holds a relevant bachelor’s degree, with ITIL/Six Sigma or similar certifications preferred.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in customer service or operations environment.
• Ability to document cases and maintain records accurately.

Responsibilities

• Processes customer service transactions and case documentation within timelines.
• Keeps audit-ready records across customer service workflows.
• Monitors open cases and escalations to senior team members when needed.
• Coordinates with internal teams and external stakeholders for case status updates.
• Supports reporting by compiling activity data and summaries for performance visibility.

Skills

Customer service

Operations

Communication

Education

Business Administration

Operations Management

Job description

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.

Job Details

Responsibilities

• Processes customer service transactions, requests, and case documentation accurately and within established timelines, approval requirements, and service level standards.
• Maintains organized, audit-ready operational records, system entries, and supporting documentation across assigned customer service workflows and reporting periods.
• Monitors open cases, pending requests, and service queues, identifying delays, discrepancies, and exceptions and escalating unresolved issues to senior team members.
• Coordinates with internal teams and external stakeholders to communicate case status, gather required information, and support timely resolution of customer service activities.
• Supports operational reporting by compiling activity data, updating trackers, and preparing summaries that provide visibility into customer service workflow performance and outcomes.

Shift

Hybrid- Monday-Friday, Weekends as needed

Full time

Education

Bachelor's degree in business administration, operations management, communications, or a related field, or equivalent experience required.

Certifications

Certified ITIL 4 Foundation, Lean Six Sigma Yellow Belt or Green Belt, COPC Customer Experience Practitioner, PRINCE2 Foundation or PMP, or equivalent certification preferred.

Work Experience

2+ years of experience in customer service, customer operations, customer support, contact center support, or a related field required.

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.

Affiliated Companies

Affiliated Companies: World Courier de Colombia S.A.

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 [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned