JOB SUMMARY:

The Rep II – Customer Service Shared Services 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:

(Email & Case Management – Shared Services)

• 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.

• Validate purchase orders (POs), booking forms, and customer-provided documentation to ensure accuracy and completeness before job creation.

• Provide standard, PO‑based job quotations only, using approved tariffs, routings, and packaging options (no commercial negotiation or ad‑hoc pricing).

• Capture all customer instructions, expectations, and service requirements clearly within case notes and job records to ensure full system visibility.

• 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.

• Utilize World Courier systems and reference tools to research shipment constraints, regulatory requirements, and import documentation needs.

• Advise customers through email or case communications on customs, permits, duties, taxes, and clearance considerations impacting shipments.

• Pre‑advise destination offices through documented case handovers for shipments requiring special handling or regulatory attention.

• Monitor shipment milestones and update cases with execution status, exceptions, and customer communications.

• Proactively identify service risks or deviations and escalate through defined case‑based escalation paths.

• 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.

• Liaise with World Courier offices, stations, and agents using recorded communications to resolve service issues efficiently.

• 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.

• 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.

 

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Qualifications:

• At least a diploma in logistics or any related field.

• Minimum of 2 years of experience in customer service or a related field, preferably in a logistics environment.

• Understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics.

• Excellent communication and interpersonal skills.

• Ability to manage and prioritize multiple tasks in a fast-paced environment.

• Proficiency in using customer service software and tools.

• Fluency in English and Mandarin; additional language proficiency in Korean, or Japanese is a plus.

Skills and Competencies:

·         Problem-Solving: Strong problem-solving abilities.

·         Detail-Oriented: Focus on accuracy and efficiency.

• Customer-Centric: Commitment to delivering high-quality service.

• Multicultural Effectiveness: Ability to work effectively in a multicultural and diverse environment.

• Remote Collaboration: Ability to collaborate with local CS teams remotely.

 

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MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Qualifications:

• At least a diploma in logistics or any related field.

• Minimum of 2 years of experience in customer service or a related field, preferably in a logistics environment.

• Understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics.

• Excellent communication and interpersonal skills.

• Ability to manage and prioritize multiple tasks in a fast-paced environment.

• Proficiency in using customer service software and tools.

• Fluency in English and Mandarin; additional language proficiency in Korean, or Japanese is a plus.

Skills and Competencies:

·         Problem-Solving: Strong problem-solving abilities.

·         Detail-Oriented: Focus on accuracy and efficiency.

• Customer-Centric: Commitment to delivering high-quality service.

• Multicultural Effectiveness: Ability to work effectively in a multicultural and diverse environment.

• Remote Collaboration: Ability to collaborate with local CS teams remotely.

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 (Malaysia) Sdn Bhd

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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned