Control Center Specialist: Global Shipment & CS Support

World Courier; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Job summary

Cencora Specialist II - Control Center (MY) oversees customer inquiries via shared inboxes and Salesforce Case Management, ensuring timely, accurate, and well-documented support across shipments from start to finish.

You triage cases, validate orders, create jobs, and quote using approved tariffs, coordinating with global CS and Operations to maintain service quality, visibility, and compliance. After-hours coverage may be required in a 24/7 environment.

Qualifications

• 2+ years of experience in Customer Service.
• Fluent in English (mandatory).
• Strong communication and problem-solving abilities.
• Capable of working in a fast-paced, team-oriented environment.
• Detail-oriented with high data accuracy.

Responsibilities

• Respond to customer inquiries via shared email inboxes and Salesforce Case Management per service standards.
• Triages and prioritizes emails and cases based on urgency and escalation guidelines.
• Create and maintain shipment job files for domestic and international movements.
• Provide standard PO-based quotations using approved tariffs and packaging options.
• Manage open cases and inbox queues with timely updates and closure.
• Coordinate with global CS, Operations, and destination offices for handoffs.
• Review and document temperature monitoring data in case records.
• Support customers and internal teams throughout the shipment lifecycle.
• Maintain high data hygiene and accuracy across systems.

Skills

Customer Service

Communication

Multitasking

Attention to detail

Problem solving

Teamwork

Remote collaboration

English fluency

Microsoft Office

Salesforce familiarity

Education

Bachelor's degree in Logistics

Related field degree

Tools

Salesforce

Microsoft Office

Outlook

Job description

Cencora Specialist II - Control Center (MY) oversees customer inquiries via shared inboxes and Salesforce Case Management, ensuring timely, accurate, and well-documented support across shipments from start to finish.

You triage cases, validate orders, create jobs, and quote using approved tariffs, coordinating with global CS and Operations to maintain service quality, visibility, and compliance. After-hours coverage may be required in a 24/7 environment.