Representative, Customer Service Operations

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Job Details

This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.

Responsibilities:

• Performs operational support activities including data entry, documentation, reporting, and administrative tasks in accordance with established procedures
• Act as a key point of contact for customers, providing a high level of customer service and developing strong, trusted relationships through proactive communication
• Manage customer inquiries end-to-end by assessing requirements, identifying tailored solutions, preparing quotations and following up to support successful outcomes
• Coordinate international shipments in collaboration with World Courier offices, customers, airlines, agents, drivers and other transportation partners
• Plan and select the most appropriate transportation routes and solutions, considering transit times, shipment requirements and operational needs
• Manage shipments throughout their lifecycle in the Transport Management System (TMS), from job creation and booking through monitoring, updates and final completion
• Proactively monitor shipments in transit, identify potential deviations or disruptions and take appropriate action to ensure successful and timely delivery
• Ensure shipments are handled in accordance with applicable regulations and procedures, as well as internal SOPs and policies
• Handle customer complaints and operational issues effectively, identifying appropriate solutions and maintaining clear communication with customers throughout the resolution process.
• Maintain accurate and up-to-date operational and customer information across systems ensuring effective handovers and business continuity

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Requirements:

• High School Diploma/GED or equivalent experience required.
• Minimum 2 years of experience in operations support, logistics, customer service, business operations, administrative roles, or a related field
• Advanced English language skills - must have, both written and spoken, as the role involves regular communication with customers, colleagues and partners
• Bulgarian - native or professional working proficiency - must have.
• Valid Category B driving licence - must have.
• Willingness and ability to work from the office (100% on-site)
• Good working knowledge of Microsoft Excel and confidence working with data, reports and operational information
• Previous experience working with CRM and/or Transport Management Systems (TMS); experience with platforms such as Salesforce is considered an advantage
• Strong customer orientation and communication skills, with the ability to understand customer needs, manage expectations and provide effective solutions
• Excellent organizational and prioritization skills, with the ability to manage multiple shipments, requests and changing priorities in a fast-paced operational environment
• Strong problem-solving skills and attention to detail, with the ability to react quickly to unexpected situations and make sound operational decisions
• A collaborative and proactive mindset, with the ability to work effectively with international teams, suppliers, transport partners and customers.
• Ability to remain calm and solution-focused under pressure, particularly when managing urgent shipments, delays or operational issues

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