Customer Service Consultant

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. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

World Courier, a Cencora company, is a global leader in specialty logistics - trusted by the world's leading pharmaceutical and biotechnology companies to transport life-changing therapies around the world. From cell and gene therapies to direct-to-patient & clinical trial supplies, we move what matters most, with precision, care, and purpose.

Location & Working Pattern

• Location: Edinburgh - fully office-based for the first 6 months, then transitioning to a flexible hybrid working pattern.
• Hours: Monday to Friday, 8-hour shifts on a rotational basis between 07:00 and 21:30. Most shifts fall between 08:00 and 18:00, though flexibility across the full window is required.

About the Role

As a Customer Service Consultant, you'll be the primary point of contact for our clients - guiding them through every stage of their shipment journey, from initial enquiry and quoting through to booking, real-time tracking, and delivery. You'll work with some of the most complex and time-sensitive logistics in the world, including temperature-controlled cold chain shipments and specialist services such as Direct to Patient and Cell & Gene Therapy.

This isn't a typical customer service role. You'll be making real operational decisions, determining routing, selecting transport modes, monitoring shipment conditions, and coordinating across a global network - all while keeping clients fully informed and confident. Within your first year, you'll complete an IATA Dangerous Goods by Air qualification. No prior industry knowledge is required. We will provide full training and support your development from day one.

Key Responsibilities

• Act as the primary client contact for all shipment enquiries via phone, email, and customer portal.
• Receive, process, and update bookings across our Transport Management System and integrated platforms.
• Make routing and transport decisions to maintain temperature control, security, and regulatory compliance.
• Monitor and proactively communicate shipment status to clients, particularly regarding delays or temperature excursions.
• Coordinate with internal departments and global offices to ensure smooth end-to-end execution.
• Produce and issue quotations for individual and study-based shipments, in line with internal approval processes.
• Escalate outstanding activities appropriately and follow internal escalation pathways.
• Handle customer invoicing queries and coordinate with regional financial teams to resolution.

Skills & Experience

Essential:

• Customer service or client-facing experience - any sector considered.
• Excellent written and verbal communication skills.
• High attention to detail and ability to remain calm under pressure.
• Comfortable managing a varied workload across multiple systems simultaneously.
• Proactive problem-solver who is reliable, dependable, and uses initiative.
• Flexible approach to rotational shift working.

Beneficial:

• Background in logistics, supply chain, biopharma, or client relationship management.
• Knowledge of cold chain or temperature-controlled logistics.

Pre-Employment Checks

All successful candidates will be required to complete a Disclosure and Barring Service (DBS) Check and an Aviation Security Check prior to commencing employment. We will guide you through both as part of your onboarding.

Why World Courier?

• Work with purpose - support the delivery of life-saving therapies to patients worldwide.
• Salary uplift following successful completion of probation.
• Multi-system exposure - build expertise across a range of industry-leading platforms.
• Healthcare cover and competitive pension scheme.
• Annual performance related bonus.
• Employee Assistance Programme.

What Cencora offers

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.

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.