Rep II - Customer Service Shared Services (Mandarin Proficient)

Job Description

POSITION TITLE: Rep II - Customer Service Shared Services

COUNTRY: Malaysia

FUNCTION: Customer Service Shared Services

REPORTS DIRECTLY TO: Shared Services Supervisor

POSITION SUMMARY:

The Rep II - Customer Service Shared Services is responsible for managing customer service activities, ensuring seamless communication and efficient handling of logistics processes. This role involves coordinating with various stakeholders to provide high-quality service to clients, primarily through remote operations.

PRIMARY DUTIES AND RESPONSIBILITIES:

Booking Form Handling: Manage most bookings via email using a booking form with English and local language translations. Monitor all bookings and inquiries through shared inbox and Teams channels among Origin countries, Billing Centre, and Shared Services CS, or Salesforce Case Management.

Quotation Creation and Management: Develop and manage quotations for clients, ensuring accurate pricing and adherence to company standards. Provide timely updates and revisions as necessary to meet client needs and expectations.

Site Starter Pack Preparation: Assist in the preparation of extensive starter packs when multiple protocols and sites are involved, with training provided on Salesforce BSNG.

Pick-up Requests: Process all pick-up requests for local APAC countries, ensuring timely and accurate coordination.

OK to Send Request and Review: Review and process OK to send requests, ensuring accuracy, compliance with protocols, and timely delivery.

Blanket OK to Send Approval Review: Conduct reviews for blanket approvals, ensuring all criteria are met and documented appropriately.

Proactive Monitoring: Monitor escalations proactively to ensure timely resolution, minimizing disruptions to the logistics process.

Temperature Data Distribution: Distribute temperature data accurately and timely to relevant stakeholders to ensure compliance with shipment requirements.

Ad Hoc Client Requests: Address ad hoc client requests efficiently, providing tailored solutions and timely responses.

Client Communication: Regularly update clients about the progress of their shipments and any deviations from the original delivery plan to ensure smooth information transfer.

Problem Resolution: Manage and resolve routine client issues and complaints in a professional manner, ensuring client satisfaction with resolutions provided.

Shipment Monitoring: Proactively identify potential problems with shipments and services, seek tailored solutions to mitigate risks, and ensure smooth operations.

Routing Solution: Research new routes and stay updated with airline requirements and timetables to provide the best options to clients. Collaborate with the Operations team to secure the best routing for client shipments, balancing reliability, speed, and cost-effectiveness.

Packaging Solution: Provide packaging solutions based on customer's commodity and specifications, temperature requirements, transport lead time, and airline requirements.

Transportation Coordination: Help coordinate shipments from pre-booking to billing milestones and proactively notify customers of any delays or updates as needed.

Escalation: Ensure timely follow-up is done on every shipment and escalate issues as necessary to ensure quick resolution and service recovery.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Qualifications:

• At least a diploma in logistics or any related field.

• Minimum of 2 years of experience in customer service or a related field, preferably in a logistics environment.
• Understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Proficiency in using customer service software and tools.
• Fluency in English and Mandarin; additional language proficiency in Korean, or Japanese is a plus.

Skills and Competencies:

• Problem-Solving: Strong problem-solving abilities.
• Detail-Oriented: Focus on accuracy and efficiency.
• Customer-Centric: Commitment to delivering high-quality service.
• Multicultural Effectiveness: Ability to work effectively in a multicultural and diverse environment.
• Remote Collaboration: Ability to collaborate with local CS teams remotely.

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The Rep II - Customer Service Shared Services is responsible for managing customer service activities, ensuring seamless communication and efficient handling of logistics processes. This role involves coordinating with various stakeholders to provide high-quality service to clients, primarily through remote operations.

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.

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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