International Customer Service Representative II

At Cencora, our team members are at the heart of everything we do. United by a shared responsibility to create healthier futures, every person within our organization plays an essential role in delivering on that purpose. World Courier, a Cencora company, is a global leader in specialized transportation and logistics for the life sciences industry — and we are looking for a driven, detail-oriented professional to join our operations in Brazil.

As an International Logistics Coordinator, you will manage the end-to-end coordination of import and export shipments, ensuring compliance with customs regulations, cold chain integrity, and the highest standards of service for our clients. This is a dynamic, high-responsibility role at the intersection of global logistics, pharmaceutical supply chain, and customer excellence.

• Analyze shipping documents — including invoices, packing lists, and master/house air waybills — and request corrections as needed to ensure accuracy and compliance
• Conduct critical analysis of commercial proposals against customer needs; verify restrictions on accepting products for transport and align expectations internally and with clients
• Exchange instructions with World Courier global offices to process shipments in full compliance with customs regulations
• Guide importers and exporters on shipping documentation requirements, delivery and pick-up schedules, and applicable customs procedures
• Verify routes, carriers, temperature requirements, and deadlines; schedule collections and deliveries with importers and exporters accordingly
• Keep World Courier offices, clients, and all relevant stakeholders consistently updated throughout the import/export process
• Create, manage, and monitor import/export orders and operational reports within the World Courier system
• Ensure full compliance with World Courier procedures, work instructions, and standard operating processes at all times
• Coordinate with drivers, airport staff, and global offices to replenish ice packs and maintain cold chain integrity throughout the shipment lifecycle
• Instruct operations teams on routing, packaging, labeling, documentation, handling requirements, and temperature control standards
• Notify importers, brokers, airlines, and airport authorities of shipment arrivals; confirm temperature-controlled storage arrangements and update tracking systems
• Monitor customs clearance status; arrange recovery of empty boxes and temperature monitors; analyze monitor deviations and initiate investigations as required
• Identify and escalate shipment risks — particularly those related to temperature excursions — and propose proactive preventive solutions
• Support leadership by reporting shipment issues, delays, client feedback, and opportunities for process improvement
• Participate in the handling of critical shipments, including billing processes and cell and gene therapy logistics; contribute to team and client meetings, new-hire onboarding, and mentoring of junior colleagues
• Conduct profitability analysis of shipments and provide Corrective Actions and Preventive Actions (CAPA) as required

• Bachelor's degree in Business Administration, International Logistics, International Trade, or International Relations is required
• Post-graduate studies in a related field are preferred

• 2 to 4 years of customer service experience in international logistics or air transportation is required
• Hands-on experience with import/export in a freight forwarding environment is mandatory
• Valid IATA certification for the handling of dangerous goods is required
• Experience with pharmaceutical, clinical trial, or perishable shipments is strongly preferred
• Knowledge of courier operations, customs regulations, and ANVISA processes is preferred

• Advanced English proficiency (speaking, reading, and writing) is required; intermediate Spanish is preferred
• Strong communication, problem-solving, and conflict resolution abilities
• Customer-focused mindset with a high level of organization, proactivity, and attention to detail
• Ability to work independently, manage multiple priorities simultaneously, and perform effectively under pressure
• Strong teamwork skills and demonstrated ability to take initiative and support team leadership
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook

Cencora offers an attractive benefits package designed to support the well-being of our team members. Benefit offerings outside the United States may vary by country and will be aligned to local market practice. Eligibility and effective dates may differ for some benefits and for team members covered under collective bargaining agreements.

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