Station Customer Service Lead

Cencora•Upper Merion Township, PA

7d•Onsite

About The Position

The Station Customer Service Lead ensures shipment data is accurate, monitors key milestones, identifies risks, and supports issue resolution. The role is based with Operations to support close working relationships, faster communication, and end-to-end shipment ownership. It is office-based and requires on-site attendance five days per week. The position reports directly to the Senior Manager, Customer Service Operations. The role executes standard workflows from job entry through shipment completion, validates shipment details and documentation, monitors milestones and exceptions, coordinates with Operations and support teams, and maintains accurate records. It also supports KPI reviews, corrective actions, improved planning, and reduced rework.

Requirements

High school diploma/GED or equivalent experience.
At least 3 years of experience in customer service operations, international coordination, order management, or a related field.

Nice To Haves

Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or a related certification.

Responsibilities

Manage assigned shipments through completion, confirming shipment details, service needs, routing, and required documentation are accurate and complete.
Follow operational procedures, quality standards, and compliance requirements to support safe, timely, and reliable service.
Monitor shipment milestones, reports, dashboards, and exception queues to identify delays, missing information, service risks, or customer-impacting events.
Take action, communicate updates, and escalate unresolved issues through the appropriate channels.
Attend daily stand-up meetings to review priorities, shipment risks, open issues, and follow-up actions.
Support root cause reviews, recovery plans, corrective actions, and KPI improvement, including pickup-versus-delivery performance.
Help improve planning, reduce rework, standardize processes, and close action items on time.
Work closely with Operations, including Agents, Customer Service, stations, and support teams, to resolve issues.
Maintain accurate records in systems, reports, dashboards, and action trackers.
Share clear escalation details, including impact, actions taken, and next steps.
Participate in tier meetings, provide updates on applicable metrics, and ensure actions are completed on time.