Customer Service Representative

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Job Details

As part of Cencora, World Courier is a Global Specialty Logistics Company that designs world‑class supply chain programs in complete alignment with customers’ business goals. We deliver ultimate peace of mind for the transport and storage of time‑ and temperature‑sensitive products. For more than 50 years, World Courier has delivered unsurpassed knowledge, global reach, and flawless supply chain execution needed to become the most trusted specialty logistics company in the world.

We are seeking an International Customer Service Representative to join our team. In this role, you will be responsible for providing exceptional customer service to internal and external clients while ensuring smooth operations within our international logistics network. You will act as a key point of contact for customers, coordinate shipments, and support compliance with regulations and company policies. This position requires strong communication, organizational, and problem‑solving skills, and the ability to work collaboratively across departments.

Responsibilities

Customer Service

• Provide outstanding customer service to internal and external clients via phone and email.
• Respond promptly to inquiries, resolve customer issues creatively, and elevate concerns when necessary.
• Communicate shipment status updates to customers with urgency and professionalism.
• Assist customers with documentation, regulatory compliance, and import/export requirements.
• Follow up on all live jobs, ensuring timely resolution and maintaining high levels of communication.

Shipment Coordination

• Create new shipment orders for international routes and route shipments on reliable flights (NFO service).
• Plan international shipments while considering carrier and country requirements/limitations.
• Enter clear and precise shipment handling instructions into job files for operations teams.
• Verify and coordinate replenishment of shipments in transit.
• Monitor shipments and ensure adherence to client SOPs and regulatory requirements.

Subject Matter Expertise

• Develop proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.).
• Become a subject matter expert in over 50 World Courier operational SOPs, temperature control and packaging, and import/export regulations.
• Review Dangerous Goods shipments to ensure compliance with regulations.

Collaboration And Training

• Work collaboratively with global departments and offices to support transportation management systems and maintain customer pricing.
• Assist in training new employees and share knowledge to improve team performance.
• Coordinate with World Courier Sales teams to address client feedback, explore new business opportunities, and provide quotations.

Administrative Tasks

• Enter customer expectations into job files and maintain accurate records.
• Report visits, actions, and campaigns in the CRM system.
• Assist in creating presentation materials and reporting information as needed.

Qualifications

• College education or industry experience preferred.
• Broad training in fields such as business administration, accountancy, sales, marketing, or computer sciences.
• 1–2 years of directly related experience.

Skills

• Strong customer service and interpersonal skills with a positive attitude and self‑motivation.
• Excellent decision‑making and analytical skills.
• Effective communication skills, both oral and written.
• Ability to resolve customer issues quickly and creatively to improve satisfaction.
• Familiarity with World Courier services and operations is a plus.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Word, Excel, and inventory management systems.
• Strong typing and data entry skills.

Benefits

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.

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. 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 hrsc@cencora.com. We will make accommodation determinations on a request‑by‑request basis. Messages and emails regarding anything other than accommodation requests will not be returned.