Rep II - Intl Customer Service

World Courier Inc; Weston (NC); Hybrid; USD 62,000 - 98,000; Full time

Benefits offered by this job

Inclusive culture

Comprehensive benefits

Training programs

Job summary

World Courier Inc. is seeking a driven operations professional to coordinate day-of customer service across channels, ensuring throughput, service levels, and quality targets are met.

You will handle complex triage, prepare manager-ready summaries, and maintain audit-ready records while working with cross-functional teams including IT and logistics. This hybrid role is based in Cary, NC or Hyde Park, NY, requiring less than 2 years in onboarding/procurement/workflow coordination and a Bachelor's

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Less than 2 years in onboarding, procurement, or service workflow coordination.
• PMP or equivalent certification is preferred.

Responsibilities

• Coordinates day-of customer service operations across channels to meet throughput, service level, and quality targets.
• Supports complex case triage and first-line escalations within policy thresholds while preparing manager-ready summaries.
• Maintains audit-ready records, reconciliations, and documentation accuracy by applying specialized procedures, systems, and controls.
• Partners with cross-functional teams to sequence work, remove blockers, and align on timelines, quality standards, and handoffs.
• Contributes to continuous improvement by diagnosing recurring errors, updating templates or checklists, and verifying impact.
• Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
• Supports complex issue resolution and first-line escalations by assessing options within policy, deciding next steps, and capturing evidence.
• Maintains complete, accurate, and compliant documentation, logs, and reconciliations to ensure audit readiness and traceability.
• Partners with operations, IT, and logistics counterparts to resolve service interruptions and align changes with SOPs and service KPIs.
• Contributes manager-ready status updates by summarizing exceptions, outlining options, and recommending a path with KPI impacts.
• Coordinates cross-training coverage, knowledge article usage, and day-of assignment shifts to sustain service levels during peaks and absences.

Skills

Strategic thinking

Execution focus

Biz-tech balance

Complex issues

Independent initiative

Presentation skills

Relationship management

Computer literacy

Attention to detail

Education

Bachelor's degree or equivalent

2 years or less experience

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 Summary of role:

• Coordinates day-of customer service operations across channels to meet throughput, service level, and quality targets.
• Supports complex case triage and first-line escalations within policy thresholds while preparing concise manager-ready summaries.
• Maintains audit-ready records, reconciliations, and documentation accuracy by applying specialized procedures, systems, and controls.
• Partners with cross-functional teams to sequence work, remove blockers, and align on timelines, quality standards, and handoffs.
• Contributes to continuous improvement by diagnosing recurring errors, updating approved templates or checklists, and verifying impact.
• Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
• Supports complex issue resolution and first-line escalations by assessing options within policy, deciding next steps, and capturing evidence.
• Maintains complete, accurate, and compliant documentation, logs, and reconciliations to ensure audit readiness and traceability.
• Partners with operations, IT, and logistics counterparts to resolve service interruptions and align changes with SOPs and service KPIs.
• Contributes manager-ready status updates by summarizing exceptions, outlining options, and recommending a preferred path with KPI impacts.
• Coordinates cross-training coverage, knowledge article usage, and day-of assignment shifts to sustain service levels during peaks and absences.

Location:

This position is a hybrid role, 3 days in office.

Applicant must be located in or near Cary, NC or Hyde Park, NY.

Education:

Bachelor's degree in business administration, procurement, operations, customer operations, communications, or a related field, or equivalent experience required.

Less than 2 years of experience in account onboarding, procurement, service workflow coordination, or a related field required.

Project Management Professional (PMP) or equivalent certification preferred.

Skills and knowledge:

• Ability to think strategically and execute efficiently with strong attention to detail.
• Ability to balance business acumen with technology savvy.
• Ability to structure complex issues and multitask effectively.
• Solution oriented approach with ability to work independently and take initiative.
• Strong presentation, verbal communication, and written communication skills.
• Strong relationship building and stakeholder management skills.
• High computer literacy and ability to use common business systems effectively.
• High accuracy and strong detail orientation.

What Cencora offers

• We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day.
• In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.
• This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
• For details, visit https://www.virtualfairhub.com/cencora

Full time Salary Range*

$62,400 - 97,900 *This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

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.

Affiliated Companies:

World Courier Inc

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.