Specialist II - Control Center (MY)

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

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

Job Summary

The Specialist II - Control Center (MY) role manages customer inquiries through shared email inboxes and Salesforce Case Management, ensuring timely, accurate, and well‑documented support across the shipment lifecycle. The position focuses on case triage, order validation, job creation, and standard PO‑based job quoting while coordinating closely with global CS and Operations teams to maintain service quality, visibility, and compliance.

Primary Duties and Responsibilities

• Professionally manage and respond to customer inquiries received through shared email inboxes and Salesforce Case Management queues in accordance with defined service standards.
• Monitor, triage, and prioritize incoming emails and cases based on urgency, shipment criticality, and escalation guidelines.
• Create, update, and maintain shipment job files for domestic and international movements based on customer email or case submissions.
• Provide standard, PO‑based job quotations only, using approved tariffs, routings, and packaging options (no commercial negotiation or ad‑hoc pricing).
• Actively manage open cases and shared inbox queues to ensure timely follow‑ups, status updates, and proper case closure.
• Coordinate via cases and documented communications with global Customer Service, Operations, and destination offices to ensure seamless handoffs.
• Review, analyze, and distribute temperature monitoring data to customers, documenting outcomes within the case record.
• Provide continuous case‑based support to customers and internal operational teams throughout the shipment lifecycle.
• Maintain high standards of case hygiene, documentation discipline, and data accuracy across all systems of record.
• Support flexible shift coverage, including afterhours, weekend, and public holiday schedules, in a 24/7 service environment if necessary.
• Ensure compliance with all applicable SOPs, quality standards, safety policies, and regulatory requirements.
• Perform related duties as assigned to support shared inbox stability, case queue performance, and Customer Service continuity.
• Manage the setup of new clinical trial studies and the modification of existing studies to ensure accuracy and data integrity.
• Manage the setup of account number for new customers.

Work Experience

• 2+ years of experience in Customer Service.
• Customer-centric mindset with a positive and proactive attitude.
• Strong verbal and written communication skills in English.
• Excellent interpersonal and problem‑solving skills.
• Ability to multitask and manage priorities effectively.
• Capable of working in a fast‑paced, team‑oriented environment.
• Strong attention to detail and accuracy.
• Bachelor's degree in Logistics, Supply Chain, or a related field preferred.
• Relevant logistics or supply chain experience may be considered in lieu of formal education.
• Understanding of pricing processes and international shipment logistics.
• Experience in specialty healthcare logistics is highly preferred.
• Proficiency in Microsoft Office and Outlook.
• Salesforce experience is an added advantage.
• Fluent in English (mandatory).
• Mandarin, Korean, or Japanese language skills are a plus.

Skills and Competencies

• Strong problem‑solving and analytical abilities.
• Detail‑oriented with a focus on accuracy, quality, and efficiency.
• Customer‑centric approach with a commitment to delivering exceptional service.
• Ability to work effectively in multicultural and diverse environments.
• Strong interpersonal and communication skills.
• Ability to collaborate remotely with global Customer Service teams and stakeholders.
• Effective multitasking and prioritization skills in a fast‑paced environment.
• Adaptable, proactive, and solution‑oriented mindset.
• Strong teamwork and cross‑functional collaboration skills.
• Ability to build positive relationships with customers and internal partners.

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 Inc

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

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.