Specialist I - Control Center

World Courier; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

World Courier Malaysia Sdn Bhd

Job summary

World Courier Malaysia is seeking a Centralized Active Monitoring Team Specialist to monitor Digital Control Tower alerts, validate data in TMS and Controlant, and coordinate next steps with local offices and stakeholders.

The role requires at least 2+ years in customer service, strong communication, and familiarity with logistics processes. Fresh graduates are welcome; familiarity with Salesforce and MS Excel is preferred.

Qualifications

• 2+ years in Customer Service or related roles.
• Experience in logistics, supply chain, or order management is a plus.
• Proficiency with Salesforce CRM and MS Office suite.

Responsibilities

• Monitor Digital Control Tower alert emails and required reports.
• Open shipments in TMS and confirm responsible alert party or office.
• Triage alerts (location, temperature, device status) and validate data.
• Determine actions: none, corrective, escalation, or investigation.
• Coordinate next steps to local offices and stakeholders.
• Document resolutions and update alert status in TMS.
• Follow SOPs, quality standards, and report recurring issues.

Skills

Customer Service

Attention to detail

Communication

Multitasking

Education

Bachelor’s Degree in Statistics, Computer Science, Information Technology, or related

Tools

Salesforce CRM

Excel

Outlook

Job description

Position Summary:

Centralized Active Monitoring Team Specialist monitors and reviews Digital Control Tower alerts to identify potential risks to live shipments. The role validates alert information in TMS and Controlant Supply Chain Monitoring, determines the required response, and coordinates or escalates next actions to the responsible local office and relevant operational stakeholders. The specialist ensures alerts are handled promptly, their status is accurately documented in TMS, and alerts are closed in line with applicable procedures and timelines.

Primary Duties and Responsibilities:

• Monitor Digital Control Tower alert emails and/or required reports at the defined frequency.
• Mark alerts as read when work starts, open the related shipment in TMS, and confirm the responsible alert party or office.
• Triage location alerts, temperature pre‑alarms and excursions, battery health alerts, and data or device integration issues.
• Validate shipment location, temperature readings, battery status, device activity, transport plan, and remaining transit timeline using TMS and Controlant Supply Chain Monitoring.
• Identify potential causes such as offload, delay, misrouting, incorrect TMS data, storage or handling issues, logger behaviour, low battery, or loss of data transmission.
• Determine whether an alert requires no action, corrective action, escalation, or further investigation based on the available shipment information and handling instructions.
• Coordinate and escalate required next actions to the responsible local office and, where relevant, Operations, Customer Service, billing centre, airline, handler, driver, or nearest World Courier office.
• Communicate clear alert details, identified risk, required action, ownership, and urgency to the receiving office or stakeholder.
• Update the DCT activity in TMS with the appropriate resolution status and a concise comment summarising the issue identified and actions taken.
• Work in accordance with applicable SOPs, work instructions, quality standards, security requirements, and business needs, and identify recurring issues or process gaps for continuous improvement.
• Performs other duties as assigned based on business needs, priorities, and changing operational requirements.

Work Experience:

• 2+ years of experience in Customer Service
• Previous experience in customer service, logistics, or supply chain is an advantage.
• Basic knowledge of Salesforce CRM is preferred.
• Proficiency in Microsoft Excel and Microsoft Outlook.
• Strong verbal and written communication skills.
• Excellent problem‑solving and interpersonal skills.
• Ability to multitask and thrive in a fast‑paced environment.
• Customer‑centric approach with a positive attitude.
• Experience handling customer queries and complaints.
• Knowledge of logistics, shipping, or order management processes.
• Strong organizational and administrative skills.
• Team player with strong attention to detail.
• Fresh graduates are welcome to apply.

Educational Qualification:

Bachelor’s Degree in Statistics, Computer Science, Information Technology, or a related discipline (or equivalent relevant experience).

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 (Malaysia) Sdn Bhd

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.