About Us: Cencora World Courier is a leading global pharmaceutical solutions organization dedicated to improving the lives of people and animals around the world. We pride ourselves on delivering exceptional customer service and operational excellence.

Role Overview: We are seeking a dedicated and dynamic Customer Service Agent to join our Johannesburg team. This role is essential to ensure smooth operations within the Customer Service Department, acting as the primary contact for our clients. You will be responsible for maintaining customer service excellence while collaborating with various departments to enhance the overall customer experience.

Location: Kempton Park, Johannesburg

Working Pattern: 40 hours per week, rotational shifts between the hours of 07:00 & 18:00. Every 3rd Saturday between the hours of 08:00 & 12:00

Working type: Hybrid - 1 week out of 4 working from home.

Key Responsibilities:

• Customer Interaction:

  • Handle all client inquiries via phone and email, ensuring timely and transparent communication.

  • Keep clients updated on shipment statuses, especially regarding delays.

  • Provide excellent customer service to both internal and external clients.

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  Operational Excellence:

  • Perform shipment bookings accurately in the Transport Management System (TMS).

  • Review Dangerous Goods shipments and ensure compliance with regulations.

  • Ensure adherence to IATA regulations and temperature control handling SOPs.

• 
  Quoting and Booking:

  • Prepare detailed international and domestic shipping quotes, ensuring compliance with packaging and IATA regulations.

  • Accurately enter booking details and special delivery instructions into the TMS.

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  Team Collaboration:

  • Support the Customer Service Strategy to ensure optimal service delivery.

  • Collaborate with Operations and Sales departments for process improvements and customer value delivery.

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Qualifications and Experience:

• College education and/or relevant industry experience preferred.

• Strong customer service and interpersonal skills.

• Good decision-making and analytical abilities.

• Familiarity with logistics, customer service, or operations is beneficial but not mandatory.

• Basic knowledge of Microsoft Word, Excel, and data entry skills.

Skills and Attributes:

• Quick learner who can thrive in a fast-paced, high-stress environment.

• Creative thinker with the ability to adapt quickly.

• Strong organizational skills with attention to detail.

• Excellent oral and written communication skills.

• Ability to resolve customer issues creatively and efficiently.

Work Environment: This is not a typical call centre role; it is a specialized customer service position with a hybrid work model. The schedule will require flexibility, including working weekends and overtime as needed.

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 South Africa (Proprietary) Ltd.

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