Specialist I - Control Center (MY)

World Courier (Malaysia) Sdn Bhd; Petaling Jaya; On-site; MYR 39,000 - 78,000; Full time

Job summary

Cencora, a global pharmaceutical solutions company, seeks a customer operations professional in Malaysia to support service delivery and ensure accurate, timely handling of requests. The role emphasizes adherence to procedures, data quality, and collaboration across internal teams and external contacts.

With 2+ years in customer operations or related fields, the candidate will manage queues, resolve issues, and maintain audit-ready records while escalating complex cases with clear problem

Qualifications

• High School Diploma/GED or equivalent experience required.
• 2+ years of experience in customer operations, customer support, service coordination, control center operations, or a related field.
• Certification in customer service, contact center operations, quality, or process improvement preferred.

Responsibilities

• Executes customer operations and service support activities in accordance with established procedures, service-level expectations, and quality standards.
• Coordinates and prioritizes an assigned queue of cases, requests, transactions, or service tasks to ensure timely completion and accurate handoffs.
• Reviews customer, transaction, or operational data to identify discrepancies, correct issues within authority, and document actions taken.
• Communicates with internal teams and approved external contacts to obtain missing information, clarify requirements, and resolve routine to moderately complex issues.
• Maintains complete, accurate, and audit-ready records in applicable systems to support traceability, compliance, and operational continuity.
• Uses standard reports, checklists, and basic analysis to monitor work, reconcile differences, and identify common error patterns.
• Escalates atypical or higher-complexity issues with a clear problem statement, relevant evidence, actions already taken, and recommended next steps.

Skills

Customer operations

Customer support

Service coordination

Control center operations

2+ years experience

Education

High School Diploma/GED

Customer service/quality/process improvement cert

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 job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment. Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

• Executes customer operations and service support activities in accordance with established procedures, service-level expectations, and quality standards.
• Coordinates and prioritizes an assigned queue of cases, requests, transactions, or service tasks to ensure timely completion and accurate handoffs.
• Reviews customer, transaction, or operational data to identify discrepancies, correct issues within authority, and document actions taken.
• Communicates with internal teams and approved external contacts to obtain missing information, clarify requirements, and resolve routine to moderately complex issues.
• Maintains complete, accurate, and audit-ready records in applicable systems to support traceability, compliance, and operational continuity.
• Uses standard reports, checklists, and basic analysis to monitor work, reconcile differences, and identify common error patterns.
• Escalates atypical or higher-complexity issues with a clear problem statement, relevant evidence, actions already taken, and recommended next steps.

• High School Diploma/GED or equivalent experience required.
• 2+ years of experience in customer operations, customer support, service coordination, control center operations, or a related field required.
• Certification in customer service, contact center operations, quality, or process improvement preferred.

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

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.