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What you will be doing
Position Summary
World Courier is recruiting for a Customer Service Representative, to work as a primary contact for specific clients, providing dedicated operational and customer service support by:
- Handling enquiries, bookings and reports.
- Planning shipping solutions according to the specific requirements.
- Maintenance of the database.
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The successful candidate will cover rotational shifts, Monday to Friday (two different shifts from 8 am to 5 pm, from 10.30 am to 7.30 pm), and will need to cover some bank holidays throughout the year.
Primary Duties and Responsibilities
- Handling enquiries from clients, agents and World Courier offices via phone and email.
- Receive booking via phone/email and create order in World Courier system.
- Maintain the database, including:
- - Logistic set up of new clients and entering into the database.
- - Check that sites in other countries have been supplied with instructions and provide copies of all instruction to the customer if requested.
- - Update the database and ensure requested updates are processed.
- Monitor and track ongoing shipments, reacting to any deviation from the plan.
- Keep clients and World Courier offices updated to the status of their shipment, especially in regard to delays.
- Action notes sent and received in the system.
- Determine which shipping solution should be used for certain shipments and any packaging issues.
- Communicate any temperature results as soon as possible after delivery, checking and noting any deviations.
- Compile daily, weekly and monthly study specific reports, follow up reports and noting any deviations.
- Compile daily, weekly and monthly study specific reports. Follow up reports and performance reports.
- Recognizes important information and makes immediate use of this information (Holiday lists, All Station emails, Ops memos).
- Work with regulations (ADR/DGR/AITA) as well as local laws and guidelines.
- Build and maintain relationships with World Courier offices and clients.
Candidate Requirements
- Strong customer service skills
- Strong interpersonal skills, positive attitude & self-motivated
- Good decision making skills - be proactive
- Good analytical skills
- Ability to communicate effectively both orally and in writing in English and Italian
- Ability to independently manage multiple tasks, work under pressure and meet deadlines.
- Able to provide relevant ad-hoc information on request.
- Excellent organizational and time management skills.
- Previous B2B (business to business) customer service experience - ideally internationally.
- Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
- Experience with the logistics and/or pharmaceutical sectors would be beneficial.
- Strong organizational skills; attention to detail
- Basic knowledge of Microsoft Word,Power Point, Excel and inventory management system
- Strong typing/data entry skills
What your background should look like
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
Please note the office is located in the following adress and you will only be able to acess by car:
World Courier Milan
Via Varese, 38
20045 Lainate
Milan, Italy
Salary package: 30.000 euros gross annual salary and bonus plus benefits on top
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What Cencora offers
All team members globally are provided with basic life insurance, personal accident insurance, business travel accident insurance, and EAP resources at no cost. Additional country-specific benefits such as healthcare, sick leave, death and disability, retirement, as well as perks and allowances may be provided. Details of programs vary by location.
Schedule
Full time
Affiliated Companies
Affiliated Companies: World Courier Italia srl
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, 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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned