Rep I - Customer Service in Castle Cary

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. We are looking for a dedicated International Customer Service Representative to join our innovative company and help improve the lives of people and animals everywhere.

Responsibilities

• Flexibility in work schedule – 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessary. Most CS Representatives are assigned to work one weekend day as part of their shift.
• Demonstrate professionalism on the phone and in the office.
• Provide excellent customer service to internal and external clients.
• Work together as a team with all departments and offices.
• Make suggestions and recommendations to supervisors or managers to continually improve customer service operations.
• Comply with all appropriate policies, procedures, safety rules and regulations.
• Perform related duties as assigned and assist in training new employees.
• Serve as subject matter expert in 50+ WC operational SOPs, temperature control and packaging, import and export regulations.
• Review dangerous goods shipments and ensure they are prepared, handled, and shipped per regulatory requirements.
• Respond to calls and emails directed to the International Customer Service Department, enter all customer expectations into the job file, create new shipment orders for international routes, route shipments on the next available and reliable flights, and plan the international routings while considering carrier and country limitations.
• Enter clear, precise shipment handling instructions into the job file.
• Use WC facilities such as OpSTAR to search import/export requirements and assist customers with documentation, regulatory requirements and customs procedures.
• Communicate shipment status updates with customers, follow up on all live jobs, and address customer problems such as delays, missing shipments, and price adjustments. Escalate to supervisor or manager when appropriate.
• Coordinate trucking options, verify and coordinate replenishment of shipments in transit, monitor WorldSTAR INTL Note Browser for questions and instructions, and collaborate with WC Sales to address client feedback and potential for new business.

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 vocations obtained through experience and education.
• Zero to two years directly related experience.

Minimum Skills, Knowledge, and Ability

• Strong customer service and interpersonal skills with a positive attitude and self‑motivation.
• Good decision‑making and analytical skills.
• Effective oral and written communication.
• Ability to resolve customer issues quickly and creatively.
• Familiarity with World Courier services and operations.
• Strong organizational and attention‑to‑detail skills.
• Basic knowledge of Microsoft Word, Excel, and inventory management systems.
• Strong typing and 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.

Benefits (outside the US)

Benefit offerings 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.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion or belief, gender, sexual orientation, gender identity, national origin, age, disability, or family circumstances. Harassment is prohibited, and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with non‑discriminatory principles. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process. To request an accommodation, contact 888‑692‑2272 or hrsc@cencora.com.