Cencora
Customer Service Consultant
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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
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. In addition, the Customer Services Consultant is required to operate 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.
Duties and Responsibilities:
- Handle all client enquiries received via phone or email.
- Receive bookings via phone, email, and Customer Portal/integrated systems.
- Update these bookings fully in our TMS.
- Monitor, track, and keep clients fully updated as to the status of their shipments, especially regarding any delays or temperature excursions.
- Run both individual and departmental reports in 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.
- Implement any differences during job booking and communication processes.
- Determine which shipping system should be used for any given cold chain shipment.
- Make routing and transport decisions appropriate for the maintenance of stipulated temperature and any other relevant security, regulatory, or protocol criteria.
- Complete relevant activities in the TMS workflow to ensure all cold chain activities are managed correctly.
- Add any additional special instructions as notes to ensure both origination and destination offices handle the shipment correctly.
- Ensure relevant customer instructions regarding temperature results are followed, and excursions are investigated.
- Follow internal escalation practices to understand when and how to seek support from Senior consultants and above, when necessary.
Systems Handling:
- Have full knowledge of how to use the 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.
- Understand and correctly interact with escalation pathways.
- Understand the various specialty services WC offers and how to handle the different shipment types, including Direct To Patient, Cell and Gene Therapy, and confidential attribute shipments.
- Use the relevant tools (i.e. Jetstream) to accurately assess flight options for global destinations.
- Obtain and maintain IATA Dangerous Goods (DG) by Air Qualification and be able to implement learning using DG software and relevant paperwork.
- Use the full Microsoft Office suite for communication, reporting, and organization.
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Financial Handling:
- Receive, assess, produce, and provide all single shipment and study-based quotations via phone or email.
- Ensure a senior customer services consultant, or higher-positioned member of staff, approves the quote before being issued to the client.
- Understand general costing methodology and how this applies within TMS through to invoicing.
- Be familiar with intercompany costing models and the impact of operational decisions on this.
- Add relevant costs correctly within TMS.
- Handle customer invoicing queries and escalate internally to resolution.
- In-country support of financial teams based in regional shared service centers.
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 of directly related experience.
Minimum Skills, Knowledge, and Ability Requirements:
- Strong customer service skills
- Strong interpersonal skills
- Positive attitude & self-motivated
- Good decision-making skills
- Good analytical skills
- Strong organizational skills
- Basic knowledge of Microsoft Word, Excel, and inventory management system
- Strong typing/data entry skills
- Good communication skills – verbal and written
- Capable problem solver
- Able to use initiative, tools, knowledge, and experience to solve novel issues.
- Ability to work as part of a team and independently
- Self-motivated
- Remains calm under pressure
- Flexible attitude – for working shifts and last-minute coverage
- High attention to detail
- Uses own initiative
- Able to prioritize workload
- Dependable, reliable, and trustworthy
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:
World Courier (UK) Ltd
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 and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned.
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Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.
Recruitment Scams:
Recruitment scams are on the rise, and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines.
- Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy.
- Be Wary of Unrealistic Promises: Exercise caution if a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers.
- Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application.
- Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process.
- Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr, or alliance-healthcare.ro.
Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes. If you believe you have encountered a job scam posing as a Cencora opportunity, please report it immediately to: GlobalTalentAcquisition@Cencora.com.
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