International Customer Service Representative II

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🕒 June 17

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Analyze shipping documents (invoices, packing lists, master/house air waybills) and request corrections when needed. • Critical Analysis: Analysis of commercial proposal vs. customer needs; Check information regarding restrictions on accepting products for transport; • Align expectations internally and with customers. • Exchange instructions with World Courier offices to process shipments in compliance with customs regulations. • Guide importers/exporters on shipping documentation, delivery/pick-up schedules, and customs requirements. • Verify routes, carriers, temperature, and deadlines; schedule collection/delivery with importers/exporters. • Keep World Courier offices, clients, and stakeholders updated on the import/export process. • Create and monitor import/export orders and reports in the World Courier system. • Maintain communication with clients, importers, and exporters via email and phone. • Ensure compliance with World Courier procedures, work instructions, and processes. • Coordinate with drivers, airport staff, and offices to replenish ice packs and maintain cold chain integrity. • Instruct operations teams on routing, packaging, labeling, documentation, handling, and temperature control requirements. • Notify importers, brokers, airlines, and airport authorities of arrivals; confirm temperature-controlled storage and update systems. • Monitor clearance status, arrange recovery of empty boxes/temperature monitors, and analyze monitor deviations with investigations as required. • Identify and escalate shipment risks (especially temperature-related) and propose preventive solutions. • Support leadership by reporting shipment issues, delays, client feedback, and process improvement opportunities. • Participate in critical shipment handling (e.g., billing, cell and gene therapies), team/client meetings, new-hire training, and junior colleague mentoring. • Profitability Analysis of the shipments. Provide Corrective Actions & Preventive Actions (CAPA).

🎯 Requirements

• Bachelor’s degree in business administration, International Logistics, International Trade, or International Relations required. • 2 to 4 years of customer service experience in international logistics or air transportation required. • Experience with import/export in freight forwarding (mandatory). • Handling dangerous goods (IATA certification required). • Experience with pharmaceutical, clinical trial, or perishable shipments preferred. • Knowledge of courier operations, customs regulations, and ANVISA processes preferred. • Advanced English (speaking, reading, and writing) required; intermediate Spanish preferred. • Strong communication, problem-solving, and conflict resolution skills. • Customer-focused, organized, proactive, and detail-oriented. • Ability to work independently, multitask, and handle high-pressure situations. • Strong teamwork and leadership abilities. • Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

🏖️ Benefits

• 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.