Station Customer Service Lead

Station Customer Service Representative

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Shift details: Monday through Friday 8:00am until 5:00pm

Job Profile Summary

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.

Key Responsibilities

Shipment Execution, Coordination & Quality Compliance 50% 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.

Active Monitoring & Escalation 30% 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.

Issue Resolution & Continuous Improvement 20% 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.

Job Description

• 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.

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