Customer Service Associate

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Job Details

Position Summary

The person holding this position is responsible for delivering exceptional service to internal and external customers while supporting smooth and compliant operations within World Courier’s global logistics network.

This role acts as a key point of contact for customers, coordinates international shipments, ensures adherence to regulations and company policies, and collaborates closely with cross‑functional teams to maintain operational excellence.

Responsibilities

The person holding this position is expected to independently perform the following tasks:

Customer Service

• provide outstanding customer service to internal and external clients via phone and email
• respond promptly to inquiries, resolve customer issues creatively, and escalate 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 and 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
• 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 sharing 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

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 Greece, Ltd.

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