Rep II - Customer Service

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Job Details
Summary:
Manage day-to-day customer service and operational activities for import and export shipments, ensuring timely and accurate execution. Coordinate shipment bookings, transportation arrangements, and documentation to support on-time delivery. Monitor shipment progress and provide proactive updates to customers regarding shipment status, delays, and service exceptions. Serve as the primary point of contact for customer inquiries, service requests, complaints, and operational escalations, while coordinating closely with airlines, freight forwarders, customs brokers, courier partners, and internal stakeholders to ensure smooth shipment movement.
Prepare, review, and maintain shipping documentation, including Air Waybills (AWB), Commercial Invoices, Packing Lists, permits, and other regulatory documents. Support customs clearance activities and ensure compliance with Customs, Ministry of Health (MOH), MAQIS, DVS, NPRA, and other applicable regulatory requirements. Resolve shipment-related issues promptly by collaborating with customers, vendors, and operational teams, ensuring customer requirements and special handling instructions are accurately communicated and executed throughout the shipment lifecycle. Maintain accurate shipment records and updates in operational systems while meeting service level agreements (SLAs), operational cut-off times, and customer expectations.
Review customer inquiries and new business requests to determine service requirements, operational feasibility, regulatory obligations, and appropriate logistics solutions. Prepare and coordinate customer quotations by obtaining operational costs, vendor rates, and service requirements, ensuring accurate and timely pricing proposals. Review and validate quotations for accuracy, profitability, service scope, and compliance with company policies before submission, and follow up with customers to address clarification requests and support business conversion opportunities.
Support the management of time-critical, temperature-controlled, pharmaceutical, biotechnology, clinical trial, and healthcare shipments in accordance with customer requirements, GDP standards, regulatory requirements, and company procedures. Coordinate packaging requirements, ensure compliance with temperature-control and product-specific handling standards, manage packaging inventory and operational supplies, and track key performance indicators (KPIs) related to customer response times, shipment performance, service quality, quotation turnaround times, and exception management. Collaborate with cross-functional teams to drive service excellence, customer satisfaction, and continuous process improvement initiatives, while performing additional customer service, commercial support, and operational duties as assigned by management.
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Experience:
2+ years of experience in Customer Service, Customer Support, Order Management, Customer Operations, Sales Support, or a related field.
Hands-on experience in Quotation Management and preparing accurate customer quotations.
Knowledge of Freight Booking and coordination of transportation and logistics activities.
Experience in Shipment Management, including shipment tracking, monitoring, and delivery coordination.
Familiarity with Country Codes, international shipping documentation, and global order processing.
Ability to lead and guide a team, ensuring operational efficiency and service excellence.
Monitor customer requests, inquiries, and operational issues to ensure timely resolution.
Escalate non-standard issues and recurring service gaps to relevant stakeholders for prompt action.
Coordinate effectively with internal departments and external partners to resolve customer and operational escalations.
Support continuous improvement initiatives to enhance operational performance and customer satisfaction.
Maintain high levels of accuracy, responsiveness, and customer-focused service delivery.
Strong communication, problem-solving, and stakeholder management skills.
Ability to work in a fast-paced logistics and supply chain environment while meeting service level agreements (SLAs).
Proficient in shipment documentation, order administration, and customer service systems.
Demonstrated commitment to delivering exceptional customer experience and operational excellence.
Education:
Diploma or Degree in Logistics, Supply Chain, Business Administration, Customer Service, or a related field.
Preferred Industry Experience:
Experience in logistics, freight forwarding, courier, healthcare, pharmaceutical, biotechnology, or cold chain logistics.
Knowledge of import/export documentation and customs clearance processes.
Familiarity with temperature-controlled logistics, GDP (Good Distribution Practice), and healthcare supply chain operations.
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 CompaniesAffiliated 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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned