International Customer Service Representative III

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
Responsibilities

• Analyze shipping documents (invoices, packing lists, master/house air waybills) and request corrections when needed.
• Critical Analysis: Analysis of commercial proposal vs. customer needs; Check information regarding restrictions on accepting products for transport; Align expectations internally and with customers
• Exchange instructions with World Courier offices to process shipments in compliance with customs regulations.
• Guide importers/exporters on shipping documentation, delivery/pick-up schedules, and customs requirements.
• Verify routes, carriers, temperature, and deadlines; schedule collection/delivery with importers/exporters.
• Keep World Courier offices, clients, and stakeholders updated on the import/export process.
• Create and monitor import/export orders and reports in the World Courier system.
• Maintain communication with clients, importers, and exporters via email and phone.
• Ensure compliance with World Courier procedures, work instructions, and processes.
• Coordinate with drivers, airport staff, and offices to replenish ice packs and maintain cold chain integrity.
• Instruct operations teams on routing, packaging, labeling, documentation, handling, and temperature control requirements.
• Notify importers, brokers, airlines, and airport authorities of arrivals; confirm temperature-controlled storage and update systems.
• Monitor clearance status, arrange recovery of empty boxes/temperature monitors, and analyze monitor deviations with investigations as required.
• Identify and escalate shipment risks (especially temperature-related) and propose preventive solutions.
• Support leadership by reporting shipment issues, delays, client feedback, and process improvement opportunities.
• Participate in critical shipment handling (e.g., billing, cell and gene therapies), team/client meetings, new-hire training, and junior colleague mentoring.
• Profitability Analysis of the shipments.
• Provide Corrective Actions & Preventive Actions (CAPA).

Education

• Bachelor's degree in business administration, International Logistics, International Trade, or International Relations required. Post-graduate studies preferred.

Work Experience

• 4 to 6 years of customer service experience in international logistics or air transportation required.
• Experience with import/export in freight forwarding (mandatory).
• Handling dangerous goods (IATA certification required).
• Experience with pharmaceutical, clinical trial, or perishable shipments preferred.
• Knowledge of courier operations, customs regulations, and ANVISA processes preferred.

Skills And Knowledge

• Advanced English (speaking, reading, and writing) required; intermediate Spanish preferred.
• Strong communication, problem-solving, and conflict resolution skills.
• Customer-focused, organized, proactive, and detail-oriented.
• Ability to work independently, multitask, and handle high-pressure situations.
• Strong teamwork and leadership abilities.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

**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: WC_SAO_World Courier do Brasil Transportes Internacionais LTDA

*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 or email We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned