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Job Title: Customer Service Representative
Location: Castle Cary, Torbay Road
Work Pattern: Full Time
Summary of Role
We are seeking a highly organised and customer-focused International Customer Service Representative to support global shipment operations. This role is responsible for coordinating international logistics, managing customer communications, ensuring compliance with import/export regulations, and delivering exceptional service throughout the shipment lifecycle. The successful candidate will act as a key liaison between customers, operations teams, sales, and global network partners to ensure the safe and efficient delivery of time-critical shipments.
Responsibilities
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Manage customer enquiries via telephone and email, providing outstanding service to internal and external stakeholders.
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Create and process international shipment orders, ensuring all customer requirements are accurately recorded.
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Plan and coordinate international shipment routings using the most suitable and reliable transportation options.
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Monitor live shipments and proactively communicate status updates, delays, and resolutions to customers.
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Ensure compliance with dangerous goods, temperature-controlled, import, and export regulations.
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Assist customers with documentation, customs procedures, and country-specific regulatory requirements.
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Coordinate with global network offices, operations teams, carriers, and sales teams to support successful shipment delivery.
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Support the training of new employees and contribute to continuous improvement initiatives within the customer service function.
Skills and Knowledge
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Proven customer service experience within logistics, supply chain, freight forwarding, or a related environment.
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Strong knowledge of international shipping processes and transportation planning.
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Excellent verbal and written communication skills.
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Ability to manage multiple priorities in a fast-paced, time-critical environment.
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Strong attention to detail and problem-solving abilities.
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Proficiency in using operational and shipment management systems.
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Ability to work collaboratively across departments and international teams.
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Strong understanding of compliance, quality, and customer service standards.
Desirable
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Experience within pharmaceutical, healthcare, or life sciences logistics.
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Knowledge of dangerous goods regulations and shipment handling requirements.
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Understanding of temperature-controlled transportation and packaging.
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Experience with import and export regulations across multiple countries.
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Familiarity with World Courier systems, including WorldSTAR, BioSTAR, OpSTAR, and OptiView.
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Experience coordinating next flight out (NFO) or time-critical shipments.
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Knowledge of customs clearance processes and international trade requirements.
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Previous experience training or mentoring colleagues.
Benefits
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Opportunity to work within a global logistics and healthcare supply chain organisation.
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Comprehensive onboarding and ongoing training programmes.
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Career development and progression opportunities.
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Exposure to international operations and global logistics networks.
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Collaborative and supportive team environment.
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Opportunity to develop specialist expertise in regulated transportation and compliance.
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Dynamic and fast-paced working environment.
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Competitive employee benefits package.
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EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- 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 education. Normally requires zero (0) to two (2) years directly related experience.
REPORTS DIRECTLY TO:
International Customer Service Manager and Supervisors
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Strong customer service skills Strong interpersonal skills, positive attitude & self-motivated Good decision making skills Good analytical skills Ability to communicate effectively both orally and in writing Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction Familiarity with World Courier services and operations Strong organizational skills; attention to detail Basic knowledge of Microsoft Word, Excel and inventory management system Strong typing/data entry skills
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: Centaur Services
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
