Customer Service Representative

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.

About the Job

Role Summary:

This role is responsible for providing superior client experiences and solutions to all World Courier customers to ensure their needs and expectations are met and exceeded.  The reputation of the company is enhanced through positive customer engagement.  Key accountabilities include:

1. Taking inbound phone calls and building relationships with our valued customers.
2. Process client bookings, ensuring all relevant information is collected and entered accurately.
3. Manage and resolve routine client issues in a friendly and professional manner, ensuring client satisfaction and engagement.
4. Liaise with internal stakeholders to ensure a seamless customer experience.
5. Working alongside a high performance team of professionals in a niche and dynamic industry.

Key Duties & Responsibilities:

Customer Service

• Answer all incoming telephone calls within specified times and provide attentive service to both external and internal stakeholders.
• Process client bookings ensuring all relevant information is collected and entered into our systems in a timely and accurate manner.
• Manage and resolve routine client issues in a friendly and professional manner, ensuring clients are satisfied with proposed solutions.
• Provide clients with details about the progress of their shipment and any deviations to the original delivery plan to ensure the smooth transfer of information.
• Record all actions and client communications to ensure all World Courier teams have access to this information to guide their interactions with customers.

Tailoring Solutions

• Proactively identify potential problems with shipments and services and seek tailored solutions to address any issues.
• Liaise with the Operations team to source the best (fastest and most cost-effective) routing for client shipments.
• Research new routes and keep up-to-date with airline requirements and timetables to ensure the best options are sourced and recommended to World Courier clients. 
• Contribute to team and organisational wide discussions by sharing ideas, experiences and recommendations around improving the effectiveness and efficiency of the business.
• Liaise with the Business Development team to keep them informed about client developments of interest.

Teamwork and Collaboration

• Effectively collaborate with team members to ensure that we are maintaining a harmonious and inclusive team environment.
• Ensure compliance with relevant OH&S legislation.  Ensure that any issues are identified and actioned in line company policy.
• You may be required to work on rotating shifts with the occasional Saturday morning overtime shift.

Policy and procedure

• Comply with Customer Service Standard Operating Procedures and policies to ensure we are demonstrating consistent practices nationally in line with strategic objectives.
• Ensure WCA compliance with all government legislative and other requirements such as ACS, CASA, AQIS, IATA, ISO.
• Ensure full compliance with international local regulations such as WCA RACA SP (Registered Air Cargo Security Programme) Australian Customs IATA regulations.
• Ensure full compliance with WCA quality management systems.

Workplace Health and Safety

• Actively promote and contribute to a culture that values a safe and healthy workplace.
• Ensure the health and safety of both yourself and your colleagues.
• Reporting of all accidents, safety incidents and hazards as soon as is practicable.

What are we looking for?

Experience & Educational Requirements:

1. Significant Customer Service experience.  Experience in logistics/imports/exports processes will be viewed favourably, but is not essential.
2. A willingness to learn and embrace change.  
3. A willingness to go the extra mile and show initiative.
4. Sound experience using the Microsoft Office Suite, including Word, Excel and Outlook.
5. Experience negotiating timelines and liaising with a range of stakeholders.

Minimum Skills, Knowledge & Abilities Requirements:

1. Strong interpersonal and communication skills.
2. Sound level of numeracy and demonstrated attention to detail. 
3. Strong time management and organisational skills.
4. Sound written and verbal communication skills.
5. Problems solving skills.
6. Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands.
7. A calm and customer centric approach.

What Cencora offers

To encourage your personal growth, we offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities and much more. 

For details, visit https://www.virtualfairhub.com/amerisourcebergen”