Senior Customer Service Representative

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Job Details

This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.

The scope of the role is to provide routine customer service support that sustains account coverage, service continuity, and customer satisfaction across assigned interactions. Processes customer inquiries, orders, and service requests through established channels to support accurate and timely resolution. Resolves standard service issues and coordinates with internal partners on order and fulfillment exceptions to reduce disruption and support a consistent customer experience. Maintains accurate service records and escalates non-standard matters to support effective issue tracking and operational continuity.

Responsibilities

• Delivers proactive and responsive support for assigned customer accounts to maintain service coverage and continuity
• Processes routine customer orders, inquiries, and service requests through approved channels to support accurate and timely fulfillment.
• Resolves standard issues related to order status, backorders, pricing adjustments, and shipment exceptions to minimize disruption to service delivery
• Coordinates with internal and external parties, as needed, to address special orders, product availability questions, and fulfillment-related needs
• Maintains accurate customer, order, and open issue records to support reliable transaction processing and service visibility
• Escalates non-standard issues and recurring service gaps to appropriate parties to support timely resolution and continuous improvement in service operations
  
  

Requirements

• Bachelor's degree in supply chain management, logistics, operations management, business administration, engineering, life sciences, or a related field, or equivalent experience required
• 3+ years of experience in clinical trial support, clinical logistics coordination logistics, transportation, supply chain, distribution, or a related field required
• Less than 2 years of experience in a management capacity preferred
• Certification in certified supply chain professional, certified logistics, transportation and distribution, certified in planning and inventory management, or equivalent preferred
• Fluent English and Hindi communication skills, both written and verbal - must have
• Fluent Kannada and Telugu communications skills will be nice to have
• Willingness to work in rotational shifts, including 9:00 AM – 6:00 PM and 1:00 PM – 9:00 PM, Monday-Saturday
• Fully on-site availability required
• Excellent customer service orientation with the ability to build trust and maintain strong relationships with clients
• Strong interpersonal skills and the ability to work effectively with internal and external stakeholders
• High level of attention to detail and accuracy in handling customer requests, documentation, and follow-up
• Ability to work in a fast-paced and time-sensitive environment while managing multiple priorities
• Strong organizational and time management skills
• Ability to handle challenging customer situations with empathy, professionalism, and diplomacy
• Good adaptability and flexibility in response to changing business needs and operational requirements
  
  

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 (India) Private Limited

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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned