Customer Service Representative

Join to apply for the Customer Service Representative role at World Courier The Customer Service Representative will support clinical trial projects for World Courier’s key clients, acting as the primary contact and providing operational and customer service support. Job Details Customer Service Representative, supporting clinical trial projects for some of World Courier’s key clients. Primary contact for specific clinical trial clients, providing dedicated operational and customer service support. Primary Duties and Responsibilities Handling enquiries from clients, agents and World Courier offices via phone and email. Receive booking via phone/email and create order in World Courier system. Monitor and track ongoing shipments, reacting to any deviation from the plan. Keep clients and World Courier offices updated on the status of their shipment, especially regarding delays. Action notes sent and received in the system. Determine which shipping solution should be used for certain shipments and any packaging issues. Communicate any temperature results as soon as possible after delivery, checking and noting any deviations. Compile daily, weekly and monthly study specific reports, follow up reports, and noting any deviations. Recognize important information and make immediate use of this information (Holiday lists, All Station emails, Ops memos). Work with regulations (ADR/DGR/AITA) as well as local laws and guidelines. Build and maintain relationships with World Courier offices and clients. Candidate Requirements Graduate level education or equivalent. High level proficiency in English, both verbal and written. Previous B2B customer service experience, ideally internationally. Experience with logistics and/or pharmaceutical sectors is beneficial. Professional and confident presentation skills. Proficiency with PowerPoint, Excel and Word. Strong communication skills – both verbal and written. Ability to independently manage multiple tasks, work under pressure and meet deadlines. Strong team‑working skills. Ability to provide relevant ad‑hoc information on request. Excellent organizational and time‑management skills. Experience and Educational Requirements College education and/or industry experience preferred. Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar, generally obtained through a combination of experience and education. Zero (0) to two (2) years of directly related experience. Reports Directly To International Customer Service Manager and Supervisors Minimum Skills, Knowledge and Ability Requirements Strong customer service skills. Strong interpersonal skills, positive attitude & self‑motivated. Good decision‑making skills. Good analytical skills. Effective oral and written communication. Ability to resolve customer issues quickly and creatively to improve customer satisfaction. Familiarity with World Courier services and operations. Strong organizational skills; attention to detail. Basic knowledge of Microsoft Word, Excel and inventory management system. Strong typing / data‑entry skills. Work Environment The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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 or email We will make accommodation determinations on a request‑by‑request basis. Messages and emails regarding anything other than accommodation requests will not be returned. #J-18808-Ljbffr