Customer Service

hace 2 semanas

Bogota, Colombia Cencora A tiempo completo

- What you will be doing
- The main attributions are related to keep customers, origin/destination offices and any other part involved on domestic/import/export process updated regarding shipments status, general information, tracking, instructions, following World Courier systems, policies, and procedures.

The representative is responsible to assist customers on documents applied and assist all parties involved on sending moving shipments correctly and ensuring the temperature controlled.

Participate and interact with customers and internal areas during the process to implement new protocols, process, propose solutions, contribute to actions to improve, and maintain high performance in customer demand.
- Analyze shipment documents that are transmitted from/to World Courier offices, such as Invoices, Packing List, mawb, hawb, local documents and request amendments when needed.
- Send, receive, and request instructions to/from World Courier offices to proceed with shipments following each Customs Regulations.
- Instruct customers on how to fill up shipment documents and assist them on doubts regarding delivery/pick up schedule and customs regulations.
- After checking shipment routing, carriers, shipment temperature and deadlines, schedule pick up/delivery with customer.
- Keep World Courier offices, customers and all parties updated on shipment process.
- Raise shipment orders on World Courier system.
- Contact with customers using the different channels available and record the interaction and status in World Courier systems.
- Monitor and update World Courier system reports and jobs that requires feedback or action.
- Follow World Courier procedures, working instructions and process, contribute with suggestions to improve the same and interact constantly as one of the team members that replicates the best practices in the area.
- Follow up replenishments needs with drivers, airport staff and origin/destination offices to keep the cold chain as per World Courier procedures.
- Instruct operation departments regarding shipment routes, package needs, labels, documents, delivery/pick up schedule, shipment handling and temperature-controlled instructions as aligned with customer.
- Notify import arrivals to importers, broker, airlines, and airport administration company. Confirm proper temperature-controlled storage, update World Courier system and update all parties involved.
- Follow up replenishments needs with drivers, airport staff and origin/destination offices to keep the temperature controlled as per World Courier procedures.
- Follow up clearance status and request empty box/temperature monitor recovery.
- Analyze temperature monitor results.
- Analyze if there is any issue and/or risk (mainly temperature controlled) at the delivery/pick up and notify leadership, work closely to propose solutions whenever is needed.
- Follow up and act on critical shipments such as local billing and cell and gene therapy.
- Join and comment at meetings with OPS/CS teams/leadership and external meetings with customers.
- Assist on new team members training.
- Identify shipment issues and risks and solve problems whenever is needed.
What your background should look like
- EXPERIENCE AND EDUCATIONAL REQUIREMENTS

Mandatory:

- Fully graduated Business, Logistics, or International Trade.
- 2-3 years of customer service experience in logistics/ international business, transport shipment
- Intermediate Office and Windows

Desirable:

- Courier Operations and Customs/MOH Regulation knowledge.
- Experience on exports and imports operations of Pharma Industry/Clinical trials, perishables, and cargo air transportation.

Language Skills:

- Mandatory Fluent English Level (speak, read, and write)

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

- Proactivity
- Energy
- Agility in learning, executing processes and solving problems.
- Analytical documentation skills.
- Sense of urgency
- Polite and kind person
- Dedicated
- Organized
- Attention to detail and care in execution
- Commitment
- Teamwork skills and easy relationship.
- Customer oriented
- Good written and spoken communication skills

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.

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

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