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

Position Summary:

We are seeking a dedicated and experienced Shared Services Supervisor to join our team in Kuala Lumpur. The ideal candidate will be responsible for overseeing a team that handles quotations and remote customer service tasks, supporting APAC countries. This role requires strong leadership skills, excellent communication abilities, and a thorough understanding of customer service operations and pricing processes. The supervisor will also be pivotal in coaching, mentoring, managing escalations, handling complex tasks, and driving continuous improvement initiatives. Additionally, the supervisor must be capable of performing the tasks of the team in the event of shrinkage, necessitating a thorough understanding of day-to-day responsibilities.

Responsibilities:

Supervisory Responsibilities:

Team Leadership: Supervise, mentor, and coach a team of customer service representatives and quotation specialists to ensure high performance and professional growth

Performance Management: Conduct regular performance reviews, set achievable goals, and provide constructive feedback to team members

Escalation Point: Serve as the primary escalation point for complex issues, ensuring timely and effective resolution of customer concerns and internal challenges

Training and Development: Develop and implement training programs to enhance the skills and knowledge of the team, ensuring they are well-equipped to handle their responsibilities

Continuous Improvement: Identify areas for improvement within the team’s processes and workflows. Propose and implement initiatives to enhance efficiency and service quality, suggesting these to the Regional Customer Service Manager for planning and execution

Conduct Calibration Sessions: Conduct periodic calibration sessions and trainings with local teams to ensure local customers are serviced based on local requirements

Hands-On Involvement: Perform the tasks of the team when necessary, such as during periods of high workload or team shrinkage, ensuring continuity and high service standards. A thorough understanding of the day-to-day responsibilities and the ability to perform them is essential

Remote Customer Service Team Responsibilities:

Point of Contact for Investigators/Sites: Serve as the main point of contact for investigators and sites, managing all site inquiries with calls handled via 8x8

For countries where English is not the primary language, enquiries may be redirected to the local customer service teams (from the origin country) if the KUL SSC BC team lacks multi-language speakers, utilizing pre-call routing setup on 8x8

Booking Form Handling: Manage most bookings via email using a booking form with English and local language translations

Shared inbox and Teams channels among origin countries, BCTR, and Shared Services CS will monitor all bookings and inquiries until SF Case Management is implemented in APAC

Site Starter Pack Preparation: Assist customer service in preparing extensive starter packs when multiple protocols and sites are involved. The team will be trained on BSNG

Pick-up Requests: Process all lab logistics pick-up requests for local APAC countries

OK to Send Request and Review: Review and process OK to send requests, ensuring accuracy and compliance

Blanket OK to Send Approval Review: Conduct reviews for blanket approvals, ensuring all criteria are met

Proactive Monitoring: Proactively monitor escalations to ensure timely resolution

Temperature Data Distribution: Distribute temperature data as required, ensuring accuracy and timeliness

Ad Hoc Client Requests: Address ad hoc client requests

Quotation Team Responsibilities:

Pricing Process Management: Own the pricing process for the assigned portfolio of countries, ensuring timely completion of pricing and quotation requests

Global Quotation Engine Utilization: Utilize the Global Quotation Engine to accurately complete domestic and international shipment pricing daily, in accordance with quotation requests

Customer File Management: Manage and maintain customer files, including country charging files, ensuring all required information and paperwork are gathered and maintained for updating customer files with special rates, routings, and packaging details

Global Communication: Communicate effectively with other offices within the World Courier Network to address global pricing and customer service-related matters

Re-quotations: Prepare re-quotations when necessary, ensuring adjustments are aligned with relevant shipment requirements

Issue Resolution: Engage in regular communication with both external customers and internal departments to address various issues such as emergency shipments, customer account status, invoices, etc

Compliance: Adhere to all procedures, work instructions, and regulatory requirements while performing job duties

Customer Service: Provide accurate answers to service-related questions and handle complaints from customers and clients in a courteous manner; escalate complex issues to appropriate personnel as needed

Process Improvement: Make suggestions and recommendations to the Supervisor/Manager to continually improve customer service operations

Additional Duties: Perform other duties as assigned by management

.

Education and Experience:

Bachelor’s degree in business administration, Logistics, or a related field

Minimum of 3-5 years of experience in customer service or a related field, preferably in a supervisory role

Strong understanding of pricing processes and international shipment logistics, preferably in specialty healthcare logistics

Excellent communication and interpersonal skills

Ability to manage and prioritize multiple tasks in a fast-paced environment

Proficiency in using customer service software and tools

Fluency in English; additional language proficiency in Mandarin or other APAC languages is a plus

Skills and Competencies:

Leadership and team management skills

Strong problem-solving abilities

Detail-oriented with a focus on accuracy and efficiency

Customer-centric approach with a commitment to delivering high-quality service

Ability to work effectively in a multicultural and diverse environment

Ability to collaborate with local CS Managers remotely

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.

Full time

Affiliated CompaniesAffiliated Companies: World Courier (Malaysia) Sdn Bhd

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 company’s 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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned