POSITION SUMMARY:

First point of contact for our valued customers Design and offer tailored solutions to our (local and global) customer's complex and demanding logistics needs Engage in pro-active and personal communication with customers, colleagues & suppliers by phone, e-mail and other modes of communications Proactively develop and intensify our customer interaction and satisfaction, taking ownership of the customer experience Key part of a high performing customer focused team going the extra mile to deliver outstanding customer service together Order Management Planning and executing shipments Customs procedure (Import / Export)

PRIMARY DUTIES AND RESPONSIBILITIES:

The holder of the position must independently execute the following tasks: -

• Represent World Courier in the best possible way as a first point of contact for our customers
• - Pick-up-the-phone and personal engagement in dialogue with our customers, colleagues & suppliers
• Collaborate with colleagues around the world in order to deliver the best possible customer service experience
• Work equally for the shipments of other offices as for your own. All our shipments were ordered from a World Courier customer -
• Identify & assess customers needs to achieve satisfaction, delivering tailored solutions and a personal touch -
• Calculate, prepare and present quotes for external and internal customers in line with our pricing guidelines and policies
• Present the value and uniqueness of our service when quoting for shipments Follow-up on all inquiries to come to a decision and look to establish future potential .
• Look for ways to improve our outstanding customer focus - Build sustainable relationships and trust with customers through open and interactive communication over the phone, using emails and other modes of communication as a tool to follow-up and document .
• Take care of any customer complaint to ensure their positive and efficient resolution, always looking for the best solution.
• Ensure that any hand-over of work is done diligently and accurately to ensure that business is continuous and efficient.
• Generate sales leads and collaborate with sales on the development of potential and existing accounts .
• Continuously updating our CRM systems (SalesForce etc.) with our customer interactions and logging quotes
• Use our information- and decision making tools to leverage the best solutions, like The HUB, SharePoint, Combinado, JetStream, SAP, etc.
• Follow our global and local guidelines, policies and SOPs and execute to perfection .
• Calculate transit-times and shipment prices - Raise jobs in our Transport Management System (TMS) and update continuously to adapt to changing requirements.
• Select routings by deciding on a single or a combination of transportation-types .
• Dispatch drivers (pickup / delivery / recovery / tendering) for shipments - Check collected shipments in the office and prepare them for transport according to World Courier procedures.
• Book and pre-advise shipments - Monitor shipments during the transport and react flexibly to any deviation from the plan .
• Continuously check the notes in TMS and handle pre-advised shipments - Edit and maintain jobs in WorldStar .
• Check the planned departure or arrival times of flights ('Post Flight Check') - Ensure continuous and close contact with clients on relevant updates - Complete jobs (enter extra-charges, pricing) .
• Work securely with all pertinent regulations (ADR / DGR / IATA) as well as the relevant laws and regulations .
• Use and maintain all available technical tools (TMS, OpStar, BioStar, Sales Force, Flight Monitor, Jetstream)
• Maintain clinical trails using BioStar (study management)
• Recognize and utilize important information and make immediate use of this information (All Stations Emails, Ops-Memos)

• Regularly partake in being 'on-call' as per agreed schedule - Support the management of the store-room (packaging, supplies, cooling-media, etc.)

• Communicate with national and international World Courier stations / Aerolink / Agents

• Builds and maintains relationships to contractors / transporters (airlines, handling agents, the Rail, customs, government agencies, veterinarians, suppliers, etc)

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• At least a secondary school leaving certificate
• Completed training in the field of logistics services or similar professions and first experience in the job
• Desirable further trainings in customs, dangerous goods or similar topics

REPORTS DIRECTLY TO: CS&OPS Manager

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Written and verbal communication skills
• Fluency in English

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