Specialist I - Control Center

MWI Buying Group; Kuala Lumpur; On-site; MYR 70,000 - 95,000; Full time

Job summary

AmerisourceBergen in Malaysia is seeking a Centralized Active Monitoring Team Specialist to monitor and review Digital Control Tower alerts, identify risks to live shipments, and coordinate next actions with local offices and stakeholders.

You will validate alert data in TMS and Controlant systems, determine required actions, and ensure timely resolution with clear documentation and adherence to SOPs. Fresh graduates welcome.

Qualifications

• 2+ years of experience in Customer Service
• 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
• Ability to multitask in a fast-paced environment
• Customer-centric approach with a positive attitude
• Fresh graduates are welcome to apply.

Responsibilities

• Monitor Digital Control Tower alert emails and required reports
• Mark alerts as read, open related shipment in TMS, and confirm responsible party
• Triage location alerts, temperature pre-alarms, excursions, battery health alerts
• Validate shipment data using TMS and Controlant Monitoring
• Identify potential causes and required actions
• Coordinate actions to local office and relevant stakeholders
• Communicate alert details, risk, actions, ownership, and urgency
• Update DCT activity in TMS with resolution status and notes
• Adhere to SOPs and quality standards; identify process gaps for improvement
• Perform other duties as assigned

Skills

Customer Service

Logistics

Salesforce CRM

Excel

Outlook

Communication

Multitasking

Problem Solving

Education

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

Tools

Salesforce CRM

Microsoft Excel

Microsoft Outlook

Job description

Cherchez‑vous à faire une différence dans la vie d’un patient? Chez AmerisourceBergen, vous trouverez une culture innovante et collaborative, axée sur le patient et soucieuse de faire la différence. En tant qu’organisation nous sommes unis par notre responsabilité d’œuvrer pour des vies plus saines. Joignez‑vous à nous.

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 elevate 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).

Ce qu’Cencora offre

• Nous offrons une rémunération globale concurrentielle.
• Notre engagement envers nos associés comprend l’offre de programmes d’avantages sociaux complets, diversifiés et conçus pour répondre aux divers besoins de l’ensemble de nos associés.
• Grâce à notre présence mondiale et nos diverses unités commerciales, nous avons une approche équilibrée des avantages que nous offrons.
• De nombreux avantages sociaux sont payés par l’entreprise, tandis que d’autres sont offerts par les cotisations des associés.
• Les offres d’avantages sociaux spécifiques peuvent varier selon l’emplacement, le poste ou l’unité d’affaires.

Temps Plein

Affiliated Companies: World Courier (Malaysia) Sdn Bhd

Egalité d’accès à l’emploi

AmerisourceBergen s'engage à offrir des possibilités d'accès à l'emploi égales sans égard à l'origine ethnique, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de sexe, aux renseignements génétiques, à la nationalité, à l'âge, aux handicaps, au statut de vétéran ou à l'adhésion à toute autre classe protégée par la loi fédérale, d'État ou locale.

Cencora

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.