International Customer Support- Weston Cary, NC

  • Company: AmerisourceBergen
  • Location: Cary, North Carolina
  • Posted: January 24, 2017
  • Reference ID: 00001HD2

Responsible for operations support of international customer service representatives and works on hybrid customer service/operations responsibilities.

Department: International Customer Service
Reports to: International CS Staff Development & International Customer Service Compliance Supervisor, International Customer Service Supervisors and Manager

Shift: Monday- Friday 1:00PM-10:00PM or 2:00PM- 11:00PM

  • Flexibility in work schedule - 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessary.
  • Demonstrating professionalism on the phone and in the office.
  • Working together as a team with all departments and offices.
  • Makes suggestions and recommendations to Supervisors and Manager in an effort to continually improve customer service operations.
  • Complies with all appropriate policies, procedures, safety rules and regulations.
  • Performs related duties as assigned.
  • Assisting in the training of new employees.
  • Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
Hybrid operational support
  • Booking and Dispatching Shipments for jobs entered by Intl Customer Service.
  • Executing non-gateway exports.
  • Obtaining USDA 16-4 on behalf of Intl Customer Service from the USDA.
  • Setting up non-gateway agents with supplies (i.e., Hard Copy MAWB)
  • Maintaining and Managing Standard flight browsers.
  • Providing clear and precise instructions to the domestic agents for effectively handling jobs.
  • Entering GTC serial numbers in jobs
  • Routing shipments on the next reliable & direct flights out.
  • Run Status less than 53 report.
Customer Service Compliance Support
  • TSA Checks/Audits.
  • SED/AES audits.
  • Reviewing and following Clients SOP's for specific handling procedures.

  • High School Education and /or industry experience preferred.
  • Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education.
  • Normally requires two (2) to four (4) years directly related experience.

  • Strong customer service skills
  • Strong interpersonal skills, positive attitude & self-motivated
  • Good decision making skills
  • Good analytical skills
  • Ability to communicate effectively both orally and in writing
  • Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
  • Familiarity with World Courier services and operations
  • Strong organizational skills; attention to detail
  • Basic knowledge of Microsoft Word, Excel and inventory management system
  • Strong typing/data entry skills
SHIFT: Monday- Friday 1:00PM-10:00PM or 2:00PM- 11:00PM

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