Responsible for the accurate execution of daily logistics orders and acting as the primary point of contact for standard customer inquiries. The Customer Service Executive ensures that all shipments are booked, routed, and monitored in strict accordance with World Courier & Cencora internal guidelines (SOPs, WIs), ensuring customer satisfaction and adherence to quality standards.

Responsibilities:

• Order Management: Process incoming transport orders via various channels (Manual entry, Customer Portals, or Clinical Trial platforms) into the company Transport Management System (TMS).
• Routing & Logic: Select the most suitable routing and transport mode (Road vs. Air) based on customer requirements, transit time, and cost-efficiency.
• Proactive Monitoring: Perform active "Track & Trace" on outbound shipments; identify potential delays in transit and implement corrective actions or escalate to leadership.
• Communication: Maintain professional communication with customers regarding status updates, delays, and proof of delivery, strictly adhering to local and regional KPIs.
• Packaging Consultation: Collaborate with the Operations team to select validated packaging solutions appropriate for the temperature range and duration of transport.
• Compliance Execution: Prepare necessary transport documentation, ensuring adherence to Dangerous Goods (DGR), Live Animal (LAR), and Customs regulations.
• OK2SEND Preparation: Review broker/consignee greenlight requests and prepare shipments for the final "OK2SEND" approval.
• Quality Assurance: Utilize internal eQMS platforms to complete assigned trainings and assist on quality investigations (CAPA) when required.
• General Flexibility: Perform other related duties and ad-hoc operational support tasks as assigned by the Line Manager to meet business needs.

Education:

• University degree (Bachelor’s) or equivalent professional certification preferred.

• 1–3 years of experience in Logistics, Transport, Customer Service, or a related field.

• Fluent verbal and written proficiency in English and Lithuanian.

Skills and Knowledge:

• Digital Fluency: Ability to quickly learn and navigate multiple internal software platforms (TMS, Case Management, eQMS) and external airline portals.

• Regulatory Awareness: Basic understanding of import/export customs procedures and IATA regulations.

• Problem Solving: Ability to troubleshoot standard transit issues (e.g., missing documents, missed connections) under time pressure.

• Communication: Strong organizational skills and the ability to communicate clearly with diverse stakeholders (airlines, operational staff, clients).

Work Experience:

• Previous experience with Airline Management / Communication Systems (AMS)

• Valid Driver’s License (Category B)

• IATA DGR (Dangerous Goods) certification.

#LI- Hybrid

What Cencora offers

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures

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