Job Details
Shift details: Monday through Friday 8:00am until 5:00pm
Station Customer Service Representative
Customer Operations & Service, Customer Service Operations, S3
Senior Coordinator, Customer Service (200266)
Job Profile Summary
Ensures shipment data is accurate, monitors key milestones, identifies risks, and supports issue resolution. The representative will sit with Operations to support a close working relationship, faster communication, and stronger end-to-end shipment of ownership. This is an office-based position that requires on-site attendance five days per week. The role reports directly to the Senior Manager, Customer Service Operations.
Key Responsibilities
Shipment Execution, Coordination & Quality Compliance – 50%
Manage assigned shipments through completion. Confirm that shipment details, service needs, routing, and required documentation are accurate and complete. Follow operational procedures, quality standards, and compliance requirements to support safe, timely, and reliable service.
Active Monitoring & Escalation – 30%
Monitor shipment milestones, reports, dashboards, and exception queues. Identify delays, missing information, service risks, or customer-impacting events. Take action, communicate updates, and escalate unresolved issues through the right channels.
Issue Resolution & Continuous Improvement – 20%
Attend daily stand-up meetings to review priorities, shipment risks, open issues, and follow-up actions. Support root cause review, recovery plans, corrective actions, and KPI improvement, including pickup vs. delivery performance. Help improve planning, reduce rework, standardize processes, and close action items on time.
Job Description
•Execute standard workflows from job entry through shipment completion.
•Validate shipment details, service needs, routing, documentation, and readiness.
•Monitor milestones and exceptions to reduce service risk.
•Work closely with Operations, including Agents, Customer Service, stations, and support teams to resolve issues.
•Maintain accurate records in systems, reports, dashboards, and action trackers.
•Share clear escalation details, including impact, actions taken, and next steps.
•Support KPI reviews, including pickup vs. delivery performance, corrective actions, improved planning, and reduced rework. Participate in Teir meetings, provide updates on applicable metrics, and ensure actions are completed on time.
•Work on-site five days per week and sit with Operations to support close daily coordination.
Requirements
•High School Diploma/GED or equivalent experience required.
•3+ years of experience in customer service operations, international coordination, order management, or a related field required.
•Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or related certification preferred.
What Cencora Offers
We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora
Full time
Affiliated Companies: World Courier Management Ltd.
