Station Customer Service Lead

Cencora•King of Prussia, PA

5d•Onsite

About The Position

The Station Customer Service Lead ensures shipment data is accurate, monitors key milestones, identifies risks, and supports issue resolution. The position sits with Operations to enable close working relationships, faster communication, and stronger end-to-end shipment ownership. It is office-based and requires on-site attendance five days per week. The role reports directly to the Senior Manager, Customer Service Operations. The position manages assigned shipments from job entry through completion, validating shipment details, service needs, routing, documentation, and readiness. It monitors shipment milestones and exceptions, communicates updates, and escalates unresolved issues. The role also participates in daily stand-up and tier meetings, supports root cause reviews and recovery plans, and contributes to corrective actions and KPI improvement, including pickup versus delivery performance. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.

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, following standard workflows from job entry through shipment completion.
Confirm shipment details, service needs, routing, documentation, and readiness 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, risks, and customer-impacting events.
Take action, communicate updates, and escalate unresolved issues through appropriate channels, sharing impact, actions taken, and next steps.
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.
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.
Participate in tier meetings, provide updates on applicable metrics, and ensure actions are completed on time.
Work on-site five days per week and sit with Operations to support close daily coordination.