PRIMARY DUTIES AND RESPONSIBILITIES:
Flexibility in work schedule – 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessary. Most CS Representatives are assigned to work one weekend day as part of their shift. Demonstrating professionalism on the phone and in the office. Providing Excellent Customer Service to internal and external clients. Working together as a team with all departments and offices. Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations. Complies with all appropriate policies, procedures, safety rules and regulations. Performs related duties as assigned. Assisting in the training of new employees. Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.) A subject matter expert in 50+ WC operational SOP’s. A subject matter expert as it relates to temperature control and packaging. A subject matter expert regarding import and export regulations. Review Dangerous Goods shipments and ensure they are being prepared, handled, and shipped as per the regulations. Reviewing and following Client SOP’s for specific handling procedures. Answering calls and email communications directed to the International Customer Service Department. Entering all customer expectations into job file. Creating new shipment orders for international routes. Routing shipments on the next available and reliable flights (NFO service). Planning the international routings while considering carrier and country requirements/limitations. Entering clear, precise shipment handling instructions in the job file for WC Operations. Utilizing WC facilities such as OpSTAR to search import/export requirements. Assisting customers with documentation & regulatory requirements. Advising customers on the requirements for importing into foreign countries (customs procedure, duties and taxes, time spent in customs according to value, etc). Pre-advising destination office for commodities that require special attention, such as those requiring import permits, formal entry, large size, etc. Following up with the WC network and with clients on open jobs to ensure a sense of urgency and a high level of communication. Communicating shipment status updates with customers. Everyone is responsible for following up on all live jobs, even if not your order. Assists with customer problems such as delays, missing shipments, price adjustments; etc. Continually strives for prompt resolution. Escalates customers to Customer Service Supervisor or Manager when appropriate and in a courteous manner. Coordinate trucking options wherever necessary. Verifying and coordinating replenishment of shipments in transit. Monitor WorldSTAR INTL Note Browser for questions and instructions from network offices. Communicating with WC Sales to address client feedback, potential for new business, coordinating special orders, and providing quotations.
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
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.
We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.
Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.
Full time
AmerisourceBergen 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.