Operations & Customer Service Officer

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Job Details

Responsibilities:

• Manage day-to-day operations for time-critical and specialty air courier import and export shipments.

• Arrange, coordinate, and monitor flight bookings, air waybills (AWB), and end-to-end courier movement.

• Coordinate with airlines, ground handlers, and last-mile delivery teams to ensure seamless transit.

• Handle full customs clearance procedures and documentation, including requirements from Customs, MOH (Ministry of Health), MAQIS, and DVS for regulated and controlled shipments.

• Ensure all documentation (AWB, CI, PL, permits, etc.) is accurate, compliant, and aligned with air-cargo, regulatory, and courier standards.

• Provide real-time shipment status updates to clients, including flight schedules, delays, and exceptions.

• Support the Customer Service team by providing accurate operational information, resolving shipment issues, and assisting with client inquiries.

• Work closely with Customer Service to address service exceptions, complaints, and special handling requests.

• Meet strict operational cut-off times, service level agreements (SLAs), and courier itinerary schedules.

• Communicate effectively with clients, airline partners, freight forwarders, and courier network providers.

• Support team members to ensure smooth and efficient daily courier operations.

• Oversee basic warehousing functions, including receiving, sorting, storing, and dispatching shipments.

• Monitor packaging processes, ensuring shipments are packed according to handling requirements (temperature-controlled, fragile, high-value, DG where applicable).

• Manage packaging materials and operational supplies, ensuring optimal stock levels and timely replenishment.

• Track, monitor, and report operational KPIs such as delivery performance, clearance lead time, flight cut-off compliance, exception management, and customer service support metrics.

• Perform any additional operational duties as required.

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Requirements:

• Strong analytical skills with excellent attention to detail.

• Ability to work independently and collaboratively in a fast-paced, time-sensitive environment.

• Good communication skills, both written and verbal.

• Proficient in Microsoft Windows and Microsoft Office applications (Excel, Word, Outlook, PowerPoint).

• Familiar with Transport Management Systems (TMS) or other logistics/operational systems; able to learn and adapt to new digital tools quickly.

• Excellent interpersonal skills when dealing with clients, partners, and internal teams.

• Ability to multitask and adapt quickly to urgent shipment demands and shifting priorities.

• Experience in air freight, courier operations, logistics, customer service, or warehousing is an added advantage.

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.

Affiliated Companies

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