Customer Service Consultant

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.

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.

• 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 of full Microsoft Office suite for communication, reporting and organisation.
• Financial Handling
• Receive, assess, produce and provide all single shipment and study-based quotations via phone or email. Ensuring a senior customer services consultant, or higher positioned member of staff approves the quote before being issued to 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 centres.

• 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…