International Customer Service Representative

Cencora•Cary, KY

About The Position

This role is responsible for handling international customer service inquiries, managing shipment orders for international routes, and ensuring compliance with import regulations. The representative will provide excellent customer service, utilize company systems, and collaborate with various departments and offices. Flexibility in work schedule, including overtime, holiday, and weekend shifts, is required due to the 24-hour nature of the company.

Requirements

Strong written and oral communication
Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
Strong Geography skills
Ability to Multitask
Team player
Professionalism
Sense of Urgency
Positive attitude

Responsibilities

Answering calls directed to the International Customer Service Department, and, when required, answering multiple calls.
Providing Excellent Customer Service to internal and external clients.
Creating new shipment orders for international routes.
Following up on open jobs.
Advising customers on the requirements of importing into foreign countries (customs procedures, duties and taxes, time spent in customs according to value).
Assisting customers with paperwork inquiries.
Utilizing WC facilities such as OpStar to search import requirements.
Reviewing documentation received from shippers to ensure they are in accordance with the requirements of destination country.
Pre-advising destination office for commodities that require special attention, such as import permits, formal permits, large size, etc.
Planning the international routings while considering carrier requirements.
Routing shipments on next reliable and direct flights out (NFO service).
Entering all customer expectations into job file.
Entering clear, precise instructions in job file.
Communicating status updates with customers.
Following up on live jobs, even if not your order.
Demonstrating professionalism on the phone and in the office.
Assisting in the training of new employees.
Working together as a team with all departments and offices.
Providing assistance to colleagues.