Customer Service Representative Job at Cencora (Milan)

Job Description

As part of Cencora, World Courier is a Global Specialty Logistics Company that designs world-class supply chain programs in complete alignment with customers’ business goals. The company delivers ultimate peace of mind for the transport and storage of time- and temperature-sensitive products. For more than 50 years, World Courier has delivered unsurpassed knowledge, global reach and flawless supply chain execution needed to become the most trusted specialty logistics company in the world. We are seeking a International Customer Service Representative to join our team. In this role, you will be responsible for providing exceptional customer service to both internal and external clients while ensuring smooth operations within our international logistics network. You will act as a key point of contact for customers, coordinate shipments, and support compliance with regulations and company policies. This position requires strong communication, organizational, and problem-solving skills, as well as the ability to work collaboratively across departments.

Job Responsibility

Provide outstanding customer service to internal and external clients via phone and email
Respond promptly to inquiries, resolve customer issues creatively, and escalate concerns when necessary
Communicate shipment status updates to customers with urgency and professionalism
Assist customers with documentation, regulatory compliance, and import/export requirements
Follow up on all live jobs, ensuring timely resolution and maintaining high levels of communication
Create new shipment orders for international routes and route shipments on reliable flights (NFO service)
Plan international shipments while considering carrier and country requirements/limitations
Enter clear and precise shipment handling instructions into job files for operations teams
Verify and coordinate replenishment of shipments in transit
Monitor shipments and ensure adherence to client SOPs and regulatory requirements
Develop proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
Become a subject matter expert in over 50 World Courier operational SOPs, temperature control and packaging, and import/export regulations
Review Dangerous Goods shipments to ensure compliance with regulations
Work collaboratively with global departments and offices to support transportation management systems and maintain customer pricing
Assist in training new employees and share knowledge to improve team performance
Coordinate with World Courier Sales teams to address client feedback, explore new business opportunities, and provide quotations
Enter customer expectations into job files and maintain accurate records
Report visits, actions, and campaigns in the CRM system
Assist in creating presentation materials and reporting information as needed

Requirements

College education or industry experience preferred
Broad training in fields such as business administration, accountancy, sales, marketing, or computer sciences
1–2 years of directly related experience
Strong customer service and interpersonal skills with a positive attitude and self-motivation
Excellent decision-making and analytical skills
Effective communication skills, both oral and written
Ability to resolve customer issues quickly and creatively to improve satisfaction
Familiarity with World Courier services and operations is a plus
Strong organizational skills and attention to detail
Proficiency in Microsoft Word, Excel, and inventory management systems
Strong typing and data entry skills

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