Manager Customer Service

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

This role is in support of Cencora's global logistics and storage services marketed through our World Courier business.

World Courier offers specialized healthcare logistics solutions designed to meet the unique needs of pharmaceutical companies globally. Our expertise in navigating complex regulations, ensuring timely deliveries, and maintaining temperature-controlled environments makes us a trusted partner in critical healthcare product transportation. Our full range of medical logistics solutions keep your momentum going.

At World Courier, we provide comprehensive healthcare logistics services that encompass various aspects of medical supply chain management. From clinical trials to commercial supply chains, our solutions are tailored to ensure efficiency, compliance, and reliability.

Responsibilities:

• Plans, prepares, and devises work schedules, according to budgets and workloads
• Observes and evaluates CS Consultant (s) performance
• Issues instructions and assigns duties to CS Consultant (s)
• Trains and instructs CS Consultant (s)
• Communicates with other departments and management to resolve problems and expedite work
• Interprets and communicates work procedures and company policies to staff
• Helps CS Consultant (s) in resolving problems and completing work
• Resolves complaints and answers questions of customers regarding services and procedures
• Answer all telephone enquiries as per World Courier standards
• Generate accurate quotations and closure for customers
• Interface new sales closure with Operations Investigate and resolve customer issues and complaint
• Proactively inform customers of any service failure and relevant operational service changes timely, and the alternative actions taken
• Maintain Biostar, Worldstar and Goldmine Customer & Sites
• Database Clinical trial monitoring, site initiation, maintenance on new and existing studies
• Provide marketing and sales support to Business Development Manager Manage Premium Customers at a country level
• Assist the Business Development Manager in regular performance reviews
• Active involvement to achieve overall department targets
• Report competitor activities to the National Sales & CS Manager/General Manager
• Maintain an account management database to document, monitor and support each customer relationship
• Prepare and submit monthly reports, call reports and other records as requested, to the National Sales & CS Manager/General Manager

• Participate In Tradeshows/Exhibitions

• Liaise proactively and effectively with back-office/support staff to ensure a high standard of customer service
• Cross-sell other World Courier services

Requirements:

• Preferably tertiary education/Bachelor Degree
• Excellent written, oral, and interpersonal communication skills
• Strong sense of responsibility, analytical skills and detail-oriented ability to liaise at all levels
• Ability to work as part of a team and independently

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Minimum Skills Required:

• Advanced skills in Microsoft Office (Excel, Word and PowerPoint)
• Polish language - Native/Advanced level - is mandatory
• English language - Advanced level - is mandatory
• Basic knowledge of distribution and logistics concepts
• Minimum 2-5 years experience in a leadership role
• Minimum 2-5 years relevant supervisory experience in a customer service or key account desk environment
• Strong communication/presentation skills, verbally & written, telephone skills
• Be able to work accurately & efficiently and meet tight deadlines
• Prioritizes and manages multiple responsibilities at once
• Strong interpersonal skills, positive attitude & self-motivated
• Good decision making skills

What Cencora Offers

​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

Affiliated Companies: World Courier (Poland) Sp. z.o.o.

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