Customer Service Executive, Schwechat

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. Apply today!

Job Details

PRIMARY DUTIES AND RESPONSIBILITIES:

Flexibility in work schedule – 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessaryMost CS Representatives are assigned to work one weekend day as part of their shiftDemonstrating professionalism on the phone and in the officeProviding Excellent Customer Service to internal and external clientsWorking together as a team with departments and officesMakes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operationsComplies with all appropriate policies, procedures, safety rules and regulations Performs related duties as assignedAssisting in the training of new employeesProficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)A subject matter expert in 50+ WC operational SOP’sA subject matter expert as it relates to temperature control and packagingA subject matter expert regarding import and export regulationsReview Dangerous Goods shipments and ensure they are being prepared, handled, and shipped as per the regulationsReviewing and following Client SOP’s for specific handling proceduresAnswering calls and email communications directed to the International Customer Service DepartmentEntering all customer expectations into job fileCreating new shipment orders for international routesRouting shipments on the next available and reliable flights (NFO service). Planning the international routings while considering carrier and country requirements/limitationsEntering clear, precise shipment handling instructions in the job file for WC OperationsUtilizing WC facilities such as OpSTAR to search import/export requirements. Assisting customers with documentation & regulatory requirementsAdvising customers on the requirements for importing into foreign countries (customs procedure, duties and taxes, time spent in customs according to value, etc)Pre-advising destination office for commodities that require special attention, such as those requiring import permits, formal entry, large size, etcFollowing up with the WC network and with clients on open jobs to ensure a sense of urgency and a high level of communicationCommunicating shipment status updates with customersEveryone is responsible for following up on all live jobs, even if not your orderAssists with customer problems such as delays, missing shipments, price adjustments; etcContinually strives for prompt resolutionEscalates customers to Customer Service Supervisor or Manager when appropriate and in a courteous mannerCoordinate trucking options wherever necessaryVerifying and coordinating replenishment of shipments in transitMonitor WorldSTAR INTL Note Browser for questions and instructions from network officesCommunicating with WC Sales to address client feedback, potential for new business, coordinating special orders, and providing quotations

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EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• College education and /or industry experience preferred.

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education. Normally requires zero (0) to two (2) years directly related experience.

REPORTS DIRECTLY TO:

International Customer Service Manager and Supervisors

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Strong customer service skillsExperience in Logistics - is a nice to haveStrong interpersonal skills, positive attitude & self-motivatedGood decision making skillsGood analytical skillsAbility to communicate effectively both orally and in writingAbility to resolve customer issues quickly and creatively in order to improve customer satisfactionFamiliarity with World Courier services and operations Strong organizational skillsAttention to detailBasic knowledge of Microsoft Word, Excel and inventory management systemStrong 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.

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.

Full time

Affiliated Companies

Affiliated Companies: World Courier (Austria) GmbH