Customer Service Consultant

Job Summary

The role of the Customer Services Consultant is to be the primary contact for clients when booking shipments and providing general and specific information from initial enquiry through quoting, order placement and tracking shipments.

The role involves ensuring the shipment will run as smoothly as possible through detailed pre‑planning and monitoring execution.

The Consultant operates as the executive element of World Courier UK’s Operational team, collating relevant information and issuing instructions to the various departments involved in any given process.

Responsibilities

• Handle all client enquiries received via phone or email.
• Receive bookings via phone, email and Customer Portal/integrated systems and update these bookings fully in the TMS.
• Monitor, track and keep clients fully updated on the status of their shipments, especially regarding delays or temperature excursions.
• Run both individual and departmental reports in the TMS.
• Ensure any outstanding activities for other departments are escalated correctly.
• Action all internal activities allocated through TMS, Salesforce or other internal communication platforms.
• Understand the differences between external customers and internal Customer Service sub‑teams and implement appropriate processes.
• Determine which shipping system should be used for any given cold‑chain shipment and make routing and transport decisions to maintain stipulated temperature and other relevant criteria.
• Complete relevant activities in the TMS workflow to ensure all cold‑chain activities are managed correctly.
• Add special instructions as notes to ensure both origin and destination offices handle the shipment correctly.
• Investigate temperature excursions and follow internal escalation practices to seek support from Senior consultants when necessary.
• Systems Knowledge
• Full knowledge of internal systems including TMS, Jetstream, OMNI/BSNG, Salesforce, Customer Portal, Alteryx and Global/UK Intranet.
• Understand the WC network, office capabilities, service restrictions, communication peculiarities, escalation pathways and specialty services offered (Direct To Patient, Cell and Gene Therapy, confidential attribute shipments).
• Use Jetstream to accurately assess flight options for global destinations.
• Obtain and maintain IATA Dangerous Goods (DG) by Air Qualification and apply DG software and paperwork.
• Proficient use of the full Microsoft Office suite for communication, reporting and organisation.
• Financial Handling
• Produce and provide single shipment and study‑based quotations via phone or email, ensuring approval from a senior consultant or higher.
• Understand general costing methodology and apply it within the TMS through to invoicing.
• Be familiar with intercompany costing models and the impact of operational decisions on costs.
• Add relevant costs correctly within the TMS.
• Handle customer invoicing queries and escalate internally to resolution.
• Provide in‑country support to financial teams based in regional shared service centres.

Experience and Education

College education and/or industry experience preferred; typically zero to two years of directly related experience.

Training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar is preferred.

• Minimum Skills, Knowledge and Ability Requirements
• Strong customer service and interpersonal skills.
• Positive attitude and self‑motivation.
• Good decision‑making, analytical and organisational skills.
• Basic knowledge of Microsoft Word, Excel and inventory management systems.
• Typing/data entry proficiency.
• Excellent verbal and written communication skills.
• Problem‑solving ability and initiative.
• Capacity to work both independently and as part of a team.
• Calm under pressure, flexible with shifts and last‑minute coverage.
• High attention to detail and prioritisation of workload.
• Dependable, reliable and trustworthy.
• 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 any other class protected by federal, state or local law.

Harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non‑discriminatory.

Accommodations

We are committed to providing reasonable accommodations to individuals with disabilities during the employment process, consistent with legal requirements.

To request an accommodation, please call or email

We will make accommodation determinations on a request‑by‑request basis. Messages unrelated to accommodations will not be returned.

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