Customer Service Representative

Customer Service & Shipment Coordination Specialist

World Courier | Cencora

About the Role

At Cencora, our team members are at the heart of everything we do. United in our responsibility to create healthier futures, every person here plays an essential role in delivering on that purpose. World Courier, an Cencora company, operates one of the world's most respected global logistics networks — and this position sits at the center of it.

As a Customer Service & Shipment Coordination Specialist, you will serve as a key point of contact for both internal and external customers, ensuring exceptional service delivery while supporting compliant, efficient operations across World Courier's international logistics network. This is a dynamic, cross-functional role that blends customer relationship management, international shipment coordination, regulatory expertise, and operational collaboration.

If you are passionate about making a difference at the intersection of health and global logistics, this is an opportunity to contribute meaningfully while growing your expertise in a complex, fast-moving industry.

Responsibilities

Customer Service

• Provide outstanding service to internal and external clients via phone and email, maintaining professionalism and urgency at all times
• Respond promptly to customer inquiries and resolve issues creatively, escalating concerns when necessary to ensure timely outcomes
• Communicate shipment status updates proactively, keeping customers informed throughout the lifecycle of each shipment
• Assist customers with documentation, regulatory compliance, and import/export requirements relevant to their shipments
• Follow up diligently on all live jobs to ensure timely resolution and consistently high levels of communication

Shipment Coordination

• Create new shipment orders for international routes and coordinate routing on reliable flights, including NFO (Next Flight Out) service
• Plan international shipments with careful consideration of carrier capabilities, country-specific requirements, and regulatory limitations
• Enter clear, precise shipment handling instructions into job files to support operations teams in executing flawlessly
• Verify and coordinate replenishment of shipments in transit to prevent disruptions
• Monitor active shipments to ensure full adherence to client standard operating procedures (SOPs) and applicable regulatory requirements

Subject Matter Expertise

• Develop strong proficiency in World Courier's internal systems and tools
• Build and maintain subject matter expertise across more than 50 World Courier operational SOPs, encompassing temperature control, packaging standards, and import/export regulations
• Review Dangerous Goods shipments to ensure full compliance with applicable international regulations and safety requirements

Collaboration and Training

• Work collaboratively with global departments and international offices to support transportation management systems and maintain accurate customer pricing
• Assist in the onboarding and training of new team members, sharing knowledge to elevate overall team performance
• Partner with World Courier Sales teams to address client feedback, identify new business opportunities, and provide accurate quotations

Administrative Tasks

• Enter customer expectations and key details accurately into job files and maintain thorough, up-to-date records
• Record visits, actions, and campaign activity within the CRM system to support team visibility and business development
• Assist in developing presentation materials and compiling reporting information as needed to support management and client-facing activities

Requirements

• Experience in customer service, logistics, freight forwarding, or international shipping preferred
• Strong communication skills — written and verbal — with the ability to engage professionally with clients and internal stakeholders
• Detail-oriented with the ability to manage multiple active shipments and competing priorities in a fast-paced environment
• Familiarity with import/export regulations, Dangerous Goods handling, or temperature-controlled logistics is an advantage
• Comfortable working with CRM systems, logistics platforms, and standard business software
• A collaborative, solutions-focused mindset with a commitment to continuous learning and improvement
• Ability to work independently while contributing effectively to a global team

What We Offer

Cencora is committed to supporting its team members with a competitive compensation package and benefits offerings aligned to local market practice. Specific benefits may vary by country and eligibility. This is a full-time position affiliated with 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 applicable law. The company's continued success depends on the full and effective utilization of qualified individuals. All matters related to recruiting, training, compensation, benefits,