Station Customer Service Representative

Cencora•Mount Prospect, IL

1d•$52,000 - $81,620•Onsite

About The Position

Ensures shipment data is accurate, monitors key milestones, identifies risks, and supports issue resolution. The representative will sit with Operations to support a close working relationship, faster communication, and stronger end-to-end shipment of ownership. This is an office-based position that requires on-site attendance five days per week. The role reports directly to the Senior Manager, Customer Service Operations.

Requirements

High School Diploma/GED or equivalent experience required.
3+ years of experience in customer service operations, international coordination, order management, or a related field required.

Nice To Haves

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

Responsibilities

Manage assigned shipments through completion.
Confirm that 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, or customer-impacting events.
Take action, communicate updates, and escalate unresolved issues through the right channels.
Attend daily stand-up meetings to review priorities, shipment risks, open issues, and follow-up actions.
Support root cause review, recovery plans, corrective actions, and KPI improvement, including pickup vs. delivery performance.
Help improve planning, reduce rework, standardize processes, and close action items on time.
Execute standard workflows from job entry through shipment completion.
Validate shipment details, service needs, routing, documentation, and readiness.
Monitor milestones and exceptions to reduce service risk.
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.
Support KPI reviews, including pickup vs. delivery performance, corrective actions, improved planning, and reduced rework.
Participate in Teir 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.