Senior Representative, Customer Service

World Courier; Bogotá; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

World Courier is seeking a Customer Service Specialist to prepare and manage clients’ shipping orders domestically and internationally. You will review shipment requirements and proactively communicate updates to customers.

The role requires effective English communication, collaboration with global teams, and the ability to handle 24-hour schedules with overtime as needed. Full-time position based in Bogotá with a focus on regulatory requirements and timely quotes.

Qualifications

• University degree in foreign trade, business administration, logistics or related field.
• Minimum 2 years related and progressive experience.
• University degree validation: Technician in logistics, business administration, industrial engineering or related careers with 3 more years of customer service experience.
• Technologist in logistics, business administration, industrial engineering or related careers with 2 more years of customer service experience.

Responsibilities

• Answer emails and calls for the Customer Service Department.
• Create new shipment orders for domestic and international routes.
• Validate new orders received from the customer portal to ensure accuracy of information and documentation.
• Liaise with other World Courier offices/departments to meet customer needs.
• Advise customers on import regulations, duties, taxes and documentation.
• Provide standard quotes to customers.

Skills

Effective English communication

Customer service orientation

Organizational skills

Problem-solving

Fast-paced environment adaptability

Education

University Degree in foreign trade, business administration, logistics, industrial engineering or related careers

Technician in logistics, business administration, industrial engineering or related careers with 3+ years of customer service experience

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

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

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
• Human or mouse origin

Work Schedule

Tuesday to friday - 8 am to 5:30 pm
Saturday - 8 am to 5 pm

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 [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