Rep II - Customer Service Shared Services

Rep II - Customer Service Shared Services

Apply locations Kuala Lumpur, Malaysia time type Full time posted on Posted 2 Days Ago job requisition id R2424172

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 Rep II - Customer Service Shared Services is responsible for managing customer service activities, ensuring seamless communication and efficient handling of logistics processes. This role involves coordinating with various stakeholders to provide high-quality service to clients, primarily through remote operations.

Responsibilities:

• Booking Form Handling: Manage the majority of bookings via email using a booking form with English and local language translations. Monitor all bookings and inquiries through shared inbox and Teams channels among Origin countries, Billing Centre, and Shared Services CS, or Salesforce Case Management.
• Site Starter Pack Preparation: Assist in the preparation of extensive starter packs when multiple protocols and sites are involved, with training provided on Salesforce BSNG.
• Pick-up Requests: Process all pick-up requests for local APAC countries, ensuring timely and accurate coordination.
• OK to Send Request and Review: Review and process OK to send requests, ensuring accuracy, compliance with protocols, and timely delivery.
• Blanket OK to Send Approval Review: Conduct reviews for blanket approvals, ensuring all criteria are met and documented appropriately.
• Proactive Monitoring: Monitor escalations proactively to ensure timely resolution, minimizing disruptions to the logistics process.
• Temperature Data Distribution: Distribute temperature data accurately and timely to relevant stakeholders to ensure compliance with shipment requirements.
• Ad Hoc Client Requests: Address ad hoc client requests efficiently, providing tailored solutions and timely responses.
• Client Communication: Regularly update clients about the progress of their shipments and any deviations from the original delivery plan to ensure smooth information transfer.
• Problem Resolution: Manage and resolve routine client issues and complaints in a professional manner, ensuring client satisfaction with resolutions provided.
• Shipment Monitoring: Proactively identify potential problems with shipments and services, seeking tailored solutions to mitigate risks and ensure smooth operations.
• Routing Solution: Research new routes and stay updated with airline requirements and timetables to provide the best options to clients. Collaborate with the Operations team to secure the best routing for client shipments, balancing reliability, speed, and cost-effectiveness.
• Packaging Solution: Provide packaging solutions based on customer's commodity and specifications, temperature requirements, transport lead time, and airline requirements.
• Transportation Coordination: Help coordinate shipments from pre-booking to billing milestones and proactively notify customers on any delays or updates as needed.
• Escalation: Ensure timely follow-up is done on every shipment and escalate issues as necessary to ensure quick resolution and service recovery.

Pre-requisites:

• At least a diploma in logistics or any related field.
• Minimum of 2 years of experience in customer service or a related field, preferably in a logistics environment.
• Understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Proficiency in using customer service software and tools.
• Fluency in English and an additional language proficiency is a plus.

Skills and Competencies:

• Problem-Solving: Strong problem-solving abilities.
• Detail-Oriented: Focus on accuracy and efficiency.
• Customer-Centric: Commitment to delivering high-quality service.
• Multicultural Effectiveness: Ability to work effectively in a multicultural and diverse environment.
• Remote Collaboration: Ability to collaborate with local CS teams remotely.

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.

Affiliated Companies

Affiliated Companies: World Courier Singapore Pte 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