Customer Service Representative

World Courier (NZ) Limited; Māngere-Ōtāhuhu; On-site; NZD 60,000 - 75,000; Full time

Job summary

Cencora – World Courier in Auckland is seeking a proactive logistics assistant for a 15-month fixed-term contract starting 18 January 2027. You will manage customer communications by phone and email, prepare documentation, coordinate collections, and update clients on shipment progress, while supporting clinical trials logistics and portal training.

The role covers administration, training platform updates, portal queries, and cross-team collaboration to ensure timely shipments and high client

Qualifications

• Experience in a fast dynamic workspace and ability to multitask.
• Must be extremely reliable and process minded.
• Good working knowledge of MS Office Word and Outlook.
• Excellent oral and written English communications skills.
• Ability to process knowledge quickly and multitask.
• Attention to detail and strong time management skills.
• Ability to work in a team environment.

Responsibilities

• Respond to customer inquiries via phone and email and proactively communicate incidents within KPIs.
• Follow up on customer estimates and liaise with World Courier offices regarding shipments.
• Collaborate with operations to resolve shipment issues and ensure client satisfaction.
• Keep the Business Development team informed about client updates.
• Share information across World Courier business units and contribute ideas to improve efficiency.
• Create jobs in shipment processing systems and prepare shipping documentation (e.g., Hwbs, Customs Declarations).
• Coordinate shipment collections with agents and liaise with WC offices for approvals.
• Provide clients with shipment progress updates and address deviations.
• Perform monitoring reports and advise customers on shipment status daily.
• Complete the WC training platform weekly.
• Set up customers in the portal, provide training, and resolve portal queries.
• Monitor the Clinical Trial Logistics Management System (BSNG).
• Communicate with trial sites and prepare shipping documentation.
• Proactively maintain, global and NZ databases, and templates for collection requests and Customs invoices.

Skills

Communication skills

Multitasking

Attention to detail

Time management

Teamwork

Oral and written English

Tools

MS Office (Word & Outlook)

Job description

15 months Fixed Term Contract - starting 18 Jan 2027

Who are We?

Cencora – World Courierfosters a positive impact on the health of people and communities around the world by advancing the development and delivery of pharmaceuticals and healthcare products. As a leading global healthcare company, with a foundation in pharmaceutical distribution and solutions for manufacturers, pharmacies, and providers, we create unparalleled access, efficiency and reliability for human and animal health. Our 43,000 global team members power our purpose: We are united in our responsibility to create healthier futures.

Job Summary:

This role involves managing customer communication via phone and email, addressing inquiries, proactively resolving incidents, and collaborating with various teams (operations, business development, and other World Courier offices) to ensure seamless shipment handling and client satisfaction. Key tasks include creating and managing shipment jobs, preparing shipping documentation, coordinating collections, and regularly updating clients on shipment progress. The role also includes administrative duties such as training platform updates, managing customer portals, and addressing portal queries. Additionally, the role supports clinical trials by monitoring logistics systems, communicating with trial sites, preparing documentation, and maintaining relevant databases and templates.

This role is a fixed term contract of 15 months starting on the 18th Jan 2027

Primary Duties and Responsibilities :

Primary Responsibilities:

Communication

• Respond to customer inquiries via phone and email and proactively communicate incidents within the set key performance indicators..
• Follow up on customer estimates and liaise with WC offices regarding shipments proactively.
• Collaborate with operations to resolve shipment issues and ensure client satisfaction.
• Keep the Business Development team informed about client updates.
• Share information across WC business units and contribute ideas to improve efficiency.

Organise Customer Shipments

• Create jobs in shipment processing systems and prepare shipping documentation (e.g., Hwbs, Customs Declarations).
• Coordinate shipment collections with agents and liaise with WC offices for approvals.
• Provide clients with shipment progress updates and address any deviations.
• Perform monitoring reports and advise customers on shipment status daily.

Administration

• Complete the WC training platform weekly.
• Set up customers in the portal, provide training, and resolve portal queries.

Manage Clinical Trials

• Monitor the Clinical Trial Logistics Management System (BSNG).
• Communicate with trial sites and prepare shipping documentation.
• Proactively maintain, global and NZ databases, and templates for collection requests and Customs invoices.

Experience and Educational Requirements:

• Have experience in a fast dynamic workspace and be able to multitask, be proactive and is a confident worker

Minimum Skills, Knowledge and Ability Requirements:

• Must be extremely reliable and process minded.
• Good working knowledge and experience in use of MS Office word and outlook.
• Excellent oral and written English communications skills
• Ability to process knowledge quickly
• Be able to multitask
• Have good attention to detail
• Good and effective time management skills
• Be able to work in a team environment

Why work with us?

An inspiring work environment -As one of our team members, you'll be making a real difference in people's lives every day while embarking upon a rewarding professional journey. Cencora receives praise year after year not only for excelling at what we do, but also for creating an inspiring, award-winning work environment. We value our associates and focus on customer service, and at the same time we bring innovation to the industry and compete with nationally renowned brands.

Join us in making a difference.