Senior Customer Service Representative

Job Details

Responsibilities:

• Delivers day-to-day customer service for clinical trial logistics requests, updates, and inquiries in accordance with established procedures, service levels, and quality requirements
• Prepares study-related documents, site materials, shipment records, and other required forms using approved templates, checklists, and current process requirements
• Coordinates with country operations, clinical teams, sites, and approved external contacts to confirm service needs, obtain missing information, and communicate next steps
• Resolves routine to moderately complex inquiries related to documentation, request status, system access, and service execution within defined guidelines
• Reviews system records and documents for missing information, inaccurate entries, and outdated templates and completes approved corrections or escalates for resolution
• Maintains complete records, version-controlled documents, approvals, and audit notes in required systems and repositories to preserve compliance and traceability
• Prepares status updates, exception summaries, and service communications to support issue follow-up, clean handoffs, and consistent customer service delivery

Requirements:

• High School Diploma/GED or equivalent experience required
• Associate’s degree in life sciences, clinical research, business administration, customer service, logistics, or a related field preferred
• 3+ years of experience in customer service, clinical trial support, clinical logistics coordination, or a related field required
• Certification in Good Clinical Practice, IATA Dangerous Goods Regulations, or customer service/process improvement or equivalent certification preferred
• Fluent English communication skills, both written and verbal - must have
• Willingness to work in rotational shifts, including 9:00 AM – 6:00 PM and 1:00 PM – 9:00 PM, Monday-Saturday
• Fully on-site availability required
• Excellent customer service orientation with the ability to build trust and maintain strong relationships with clients
• Strong interpersonal skills and the ability to work effectively with internal and external stakeholders
• High level of attention to detail and accuracy in handling customer requests, documentation, and follow-up
• Ability to work in a fast-paced and time-sensitive environment while managing multiple priorities
• Strong organizational and time management skills
• Ability to handle challenging customer situations with empathy, professionalism, and diplomacy
• Good adaptability and flexibility in response to changing business needs and operational requirements

What Cencora offers

Equal Employment Opportunity