PRIMARY DUTIES AND RESPONSIBILITIES

Develop run and manage the Control Center team (Customer Service & Logistics)
Develop & lead centralized administration of various international transport projects
Own the decision making and prioritization of the Control Center daily operations
Organize and supervise the in-house allocation of tasks and responsibilities for Control
Center executives
As required disseminate and implement new standard globally consistent processes
and facilitate the integration of new activities into the World Courier delivery framework
in close cooperation with global regional and local stakeholders
Act as highest escalation point for service - customer - and vendor issues related to
the leadership team
Plan & develop processes tools and system usage to improve operational
performance
Implement operational KPIs focused on process excellence and customer satisfaction
and ensure regular reporting on them
Design and build the future local capabilities at Control Center to adopt changes in
demand of service and scope of work
Establish effective collaboration with other World Courier teams departments and
business units
Build and maintain partnership relations to external contractors transporters and
stakeholders to maximise value for the customer (if applicable)
Lead change processes drive continuous improvement through enhanced cost
effectiveness and pursuit of service excellence
Plan and optimize workforce
Ensure employees are motivated developed and appraised so that individual and
collective performance meets the targets
Overall responsible that all work is conducted in compliance with Global Company
guidelines code of conduct policies procedures controls and legal requirements
The holder of this position will inform and advise the Senior Leadership in such a way that he/
she is aware of:
Internal & external customer complaints regarding services and procedures
Extraordinary occurrences in the department
Scheduling and enforcement of net and replacement investments
Implementation of new procedures and guidelines
Planning and execution of staff training
Personnel planning

.

The holder of the position:
In conjunction with stakeholders recruits and on-boards new employees
Schedules and conducts team meetings on a regular basis
Trains staff to deliver high quality standard of customer service
Communicates courteously with customers (phone email)
Investigates and solves customers problems (complex and/or long standing)
Keeps accurate records of discussions or correspondence with customers
Develops/writes reports analysing the quality that the customer service provides
Coaches and provides career development advice to co-workers
Assists co-workers to resolve complex or out of policy operation problems
He/ she is responsible for:
compliance with prescribed quality standards and issues as per ISO 9001
compliance with accident prevention and safety regulations
correct receiving inspection of delivery notes and invoices and forwards these with any
relevant notation
the correctness of customer invoices as well as adherence to the calculating
framework for offers
good condition of technical work-material as well as the adherence to the maintenance
schedule
office supplies and arranges for replacements in a timely manner (if applicable)
the adherence to working-hours as well as to safety accident-prevention and
environmental-protection regulations
meeting department productivity and quality goals

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