Senior Customer Service Representative

Cencora, Inc.; Mumbai City; On-site; INR 420,000 - 700,000; Full time

Job summary

Cencora, Inc. in Mumbai, India is seeking a dedicated Customer Service Coordinator to support global logistics for clinical trial studies.

The role focuses on day-to-day client support, documentation preparation, and coordination with internal teams to ensure timely service delivery. The ideal candidate will have 3+ years in customer service or clinical logistics, fluent English, and be willing to work rotating shifts on-site.

Qualifications

• High School Diploma/GED or equivalent experience required.
• Associate’s degree in life sciences, clinical research, business administration, customer service, logistics, or a related field preferred.
• 3+ years of experience in customer service, clinical trial support, clinical logistics coordination, or a related field required.
• Certification in Good Clinical Practice, IATA Dangerous Goods Regulations, or customer service/process improvement or equivalent certification preferred.
• Fluent English communication skills, both written and verbal - must have.
• Willingness to work in rotational shifts, including 9:00 AM - 6:00 PM and 1:00 PM - 9:00 PM, Monday-Saturday.
• Fully on-site availability required.
• Excellent customer service orientation with the ability to build trust and maintain strong relationships with clients.
• Strong interpersonal skills and the ability to work effectively with internal and external stakeholders.
• High level of attention to detail and accuracy in handling customer requests, documentation, and follow-up.
• Ability to work in a fast-paced and time-sensitive environment while managing multiple priorities.
• Strong organizational and time management skills.
• Ability to handle challenging customer situations with empathy, professionalism, and diplomacy.
• Good adaptability and flexibility in response to changing business needs and operational requirements.

Responsibilities

• Delivers day-to-day customer service for clinical trial logistics requests, updates, and inquiries in accordance with established procedures, service levels, and quality requirements
• Prepares study-related documents, site materials, shipment records, and other required forms using approved templates, checklists, and current process requirements
• Coordinates with country operations, clinical teams, sites, and approved external contacts to confirm service needs, obtain missing information, and communicate next steps
• Resolves routine to moderately complex inquiries related to documentation, request status, system access, and service execution within defined guidelines
• Reviews system records and documents for missing information, inaccurate entries, and outdated templates and completes approved corrections or escalates for resolution
• Maintains complete records, version-controlled documents, approvals, and audit notes in required systems and repositories to preserve compliance and traceability
• Prepares status updates, exception summaries, and service communications to support issue follow-up, clean handoffs, and consistent customer service delivery

Skills

Fluent English

Customer service

Documentation

Multi-tasking

Education

High School Diploma/GED

Associate’s degree in life sciences or related field

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

This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.

Responsibilities:

• Delivers day-to-day customer service for clinical trial logistics requests, updates, and inquiries in accordance with established procedures, service levels, and quality requirements

• Prepares study-related documents, site materials, shipment records, and other required forms using approved templates, checklists, and current process requirements

• Coordinates with country operations, clinical teams, sites, and approved external contacts to confirm service needs, obtain missing information, and communicate next steps

• Resolves routine to moderately complex inquiries related to documentation, request status, system access, and service execution within defined guidelines

• Reviews system records and documents for missing information, inaccurate entries, and outdated templates and completes approved corrections or escalates for resolution

• Maintains complete records, version-controlled documents, approvals, and audit notes in required systems and repositories to preserve compliance and traceability

• Prepares status updates, exception summaries, and service communications to support issue follow-up, clean handoffs, and consistent customer service delivery

Requirements:

• High School Diploma/GED or equivalent experience required

• Associate’s degree in life sciences, clinical research, business administration, customer service, logistics, or a related field preferred

• 3+ years of experience in customer service, clinical trial support, clinical logistics coordination, or a related field required

• Certification in Good Clinical Practice, IATA Dangerous Goods Regulations, or customer service/process improvement or equivalent certification preferred

• Fluent English communication skills, both written and verbal - must have

• Willingness to work in rotational shifts, including9:00 AM - 6:00 PMand1:00 PM - 9:00 PM, Monday-Saturday

• Fully on-site availability required

• Excellentcustomer service orientationwith the ability to build trust and maintain strong relationships with clients

• Stronginterpersonal skillsand the ability to work effectively with internal and external stakeholders

• High level ofattention to detailand accuracy in handling customer requests, documentation, and follow-up

• Ability to work in afast-paced and time-sensitive environmentwhile managing multiple priorities

• Strongorganizational and time management skills

• Ability to handlechallenging customer situationswith empathy, professionalism, and diplomacy

• Goodadaptability and flexibilityin response to changing business needs and operational requirements

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 (India) Private Limited

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