Customer Service Consultant

AmerisourceBergen Corporation; City of Edinburgh; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Healthcare cover

Pension scheme

Annual performance bonus

Employee Assistance Programme

Job summary

World Courier (UK) Ltd, a Cencora company, is hiring a Customer Service Consultant in Edinburgh. You will guide clients through shipment journeys, including quoting, booking, tracking and delivery for temperature-controlled and specialised therapies.

The role starts fully office-based for 6 months, moving to a hybrid pattern with flexible hours. Responsibilities include acting as the primary contact, processing bookings, routing decisions, and maintaining client communications.

Qualifications

• Essential: Customer service or client-facing experience in any sector.
• Essential: Excellent written and verbal communication skills.
• Essential: High attention to detail and ability to stay calm under pressure.
• Essential: Comfortable using multiple systems concurrently.
• Essential: Proactive problem-solver who is reliable and uses initiative.
• Essential: Flexible to rotational shifts.

Responsibilities

• Act as the primary client contact for shipment enquiries via phone, email, and portal.
• Process and update bookings across Transport Management System and platforms.
• Make routing and transport decisions to maintain temperature control and compliance.
• Monitor shipment status and communicate delays or excursions to clients.
• Coordinate with internal teams and global offices to ensure end-to-end execution.
• Prepare quotations for shipments in line with approvals.
• Escalate activities as needed and follow escalation paths.
• Handle invoicing queries and liaise with regional finance teams.

Skills

Customer service experience

Excellent communication

Attention to detail

Multi-system proficiency

Problem solving

Rotational shift flexibility

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.

World Courier, a Cencora company, is a global leader in specialty logistics — trusted by the world's leading pharmaceutical and biotechnology companies to transport life‑changing therapies around the world. From cell and gene therapies to direct‑to‑patient & clinical trial supplies, we move what matters most, with precision, care, and purpose.

Location: Edinburgh — fully office-based for the first 6 months, then transitioning to a flexible hybrid working pattern. Hours: Monday to Friday, 8‑hour shifts on a rotational basis between 07:00 and 21:30. Most shifts fall between 08:00 and 18:00, though flexibility across the full window is required.

About the Role

As a Customer Service Consultant, you'll be the primary point of contact for our clients — guiding them through every stage of their shipment journey, from initial enquiry and quoting through to booking, real‑time tracking, and delivery. You'll work with some of the most complex and time‑sensitive logistics in the world, including temperature‑controlled cold chain shipments and specialist services such as Direct to Patient and Cell & Gene Therapy. This isn't a typical customer service role. You'll be making real operational decisions, determining routing, selecting transport modes, monitoring shipment conditions, and coordinating across a global network — all while keeping clients fully informed and confident. Within your first year, you'll complete a IATA Dangerous Goods by Air qualification. No prior industry knowledge is required. We will provide full training and support your development from day one.

Key Responsibilities

• Act as the primary client contact for all shipment enquiries via phone, email, and customer portal.
• Receive, process, and update bookings across our Transport Management System and integrated platforms.
• Make routing and transport decisions to maintain temperature control, security, and regulatory compliance.
• Monitor and proactively communicate shipment status to clients, particularly regarding delays or temperature excursions.
• Coordinate with internal departments and global offices to ensure smooth end‑to‑end execution.
• Produce and issue quotations for individual and study‑based shipments, in line with internal approval processes.
• Escalate outstanding activities appropriately and follow internal escalation pathways.
• Handle customer invoicing queries and coordinate with regional financial teams to resolution.

Skills & Experience

Essential:

• Customer service or client‑facing experience — any sector considered
• Excellent written and verbal communication skills
• High attention to detail and ability to remain calm under pressure
• Comfortable managing a varied workload across multiple systems simultaneously
• Proactive problem‑solver who is reliable, dependable, and uses initiative
• Flexible approach to rotational shift working

Beneficial:

• Background in logistics, supply chain, biopharma, or client relationship management
• Knowledge of cold chain or temperature‑controlled logistics

Pre-Employment Checks

All successful candidates will be required to complete a Disclosure and Barring Service (DBS) Check and an Aviation Security Check prior to commencing employment. We will guide you through both as part of your onboarding.

Why World Courier?

• Work with purpose — support the delivery of life‑saving therapies to patients worldwide
• Salary uplift following successful completion of probation
• Multi‑system exposure — build expertise across a range of industry‑leading platforms
• Healthcare cover and competitive pension scheme
• Annual performance related bonus
• Employee Assistance Programme

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 (UK) Ltd

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 Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.