Under general supervision of the Global Hub Manager the holder of this position must fulfill obligations in such a way that all tasks are completed correctly timely and cost-effectively; shipments are sent securely rapidly and efficiently; the needs and expectations of customers and World Courier offices are met; new regulations and technologies are promptly implemented; the customer receives the highest level of service quality; and strong relationships are built with the International Agents managed.

Responsibilities:

• Assist the Commercial department in gathering operational information relating to transit time performance flight routing and customs regulations for all agent locations handled by the team.

• Ensure quality of service through constant supervision of staff regular system checks and identification of problems requiring action.

• Ensure compliance with prescribed quality standards and the GxP (Good Practice) compliance program.

• Manage and monitor the operations of international agents and team members identifying problem areas and resolving them in a timely and effective manner.

• Ensure cross-training and periodic role rotation of staff.

• Develop implement and update SOPs (Standard Operating Procedures) global KPIs (Key Performance Indicators) and other operational initiatives.

• Ensure all processes and charges are properly handled and entered in TMS (Transport Management System) and invoiced on time for customers and agents.

• Manage invoice processes and charges from international agents to ensure accuracy.

• Set and measure service performance of the local team as well as international agents.

• Monitor and review deviation reports.

• Participate in CAPA (Corrective and Preventive Action) processes including writing developing actions and training the involved team and/or agents.

• Monitor international agents including performance analysis and identification of improvement opportunities.

• Organize and schedule meetings with the team or other departments to address operational quality improvements customer needs or other issues requiring attention.

• Conduct evaluations 1:1 meetings and objective setting/follow-up for subordinates in line with company standards.

• Prepare and issue detailed and accurate monthly reports to the Manager and/or Country Manager/Director on operations issues and development updates.

• Proactively monitor jobs through company systems to ensure trouble-free delivery and provide timely status updates to internal and external customers.

• Carry out special projects as directed by the Manager and/or Country Manager/Director.

• Negotiate with transportation providers including airlines to secure better prices and transport conditions while maintaining relationships with International Agents and operational vendors.

• Evaluate agents update documentation for IA (International Agents) Management and follow up on ARC platform regarding agent training. Monitor performance for the Domestic Agents Network interacting with local country leaders.

• Comply with working hours as well as safety accident-prevention and environmental-protection regulations.

• Ensure staff training to deliver high service quality.

• Coach and provide career development advice to subordinates.

• Assist subordinates in resolving complex or out-of-policy operational problems.

• Perform other tasks assigned by superiors that fall within the scope of this role.

Education:

• Degree in International Relations Transportation or related fields.

Work Experience:

• 3 to 5 years of proven experience in operations or operations management.

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Skills and Knowledge:

• Strong command of English (written and oral).

• Excellent interpersonal skills.

• Ability to take initiative and assume responsibility.

• Ability to work quickly and accurately under time and volume constraints as well as under pressure.

• Strong problem-solving skills with the ability to resolve customer issues quickly and creatively to improve satisfaction.

• Strong organizational skills and attention to detail.

• Proficiency in Microsoft Word Excel PowerPoint and Outlook.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.

The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 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