Station Customer Service Lead

Cencora•King of Prussia, 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 sits with Operations to enable 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 executes standard workflows from job entry through shipment completion, validates shipment details and documentation, monitors shipment milestones and exceptions, and works with Operations teams to resolve issues. It also supports KPI reviews and continuous improvement, including pickup-versus-delivery performance, corrective actions, improved planning, and reduced rework. The role reports directly to the Senior Manager, Customer Service Operations.

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, ensuring 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; identify delays, missing information, service risks, and 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 complete 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.
Provide 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.
Work on-site five days per week and sit with Operations to support close daily coordination.