Station Customer Service Lead

About the role

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. Apply today!

Job Details Shift details: Monday through Friday 8:00am - 5:00pm EST Station Customer Service Lead Customer Operations & Service, Customer Service Operations, S3 Senior Coordinator, Customer Service (200266) 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.

About the role

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.

Education: High School Diploma/GED or equivalent experience required. Required experience: 3+ years of experience in customer service operations, international coordination, order management, or a related field required. Nice to have: Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or related certification preferred.

What Cencora offers We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.

This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.

To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. The actual range may vary based on your locale.

Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range. The company's continued success depends on the full and effective utilization of qualified individuals. If you wish to request an accommodation while seeking employment, please call or email.

We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned. Affiliated Companies: Affiliated Companies: World Courier Management Ltd.