• Oversight of incoming customer communication and outbound order shipment (i.e., phone calls, emails, faxes, etc.) to confirm customers are responded to within defined service level agreement and KPI timeframes, i.e., answer phone calls, respond to emails, order shipment, etc.
• Ensure customer care reporting is monitored and appropriate action is taken.
• Ensure all customer communication is logged in the CRM system per documented process.
• Serve as coverage backup in queues as needed, to include cases, phones, and where applicable, assist with support of afterhours emergency on call line on a rotating basis.
• Monitor breaks/lunches to ensure team schedule adherence and proper coverage of all queues.
• Assist with audit data requests and attend meetings/trainings as scheduled.
• Recommend enhancements to current processes leveraging best practices.
• Work with the supervisor to implement any changes to the training documents as needed.
• Ensure process and program updates occurring on the floor are communicated to the supervisor in a timely manner so formal documentation can be updated.
• Also ensure changes to current processes are not implemented prior to training document updates or approval from customer care leadership.
• Capability of navigation within the Document Management System to support knowledge of program-specific training documentation for assigned team and ability to serve as training document coach for staff members and ensure all trainings, both corporate and local, are completed by due date.
• Act as first escalation point of contact for internal and external clientele escalations and troubleshoot issues to the best of your ability prior to further escalation of an issue. Appropriately distinguish proper method of communication (email vs. phone) and determine level of leadership, within internal customer care team, needed in communications for resolution.
• Attend assigned new launch trainings and ask questions as needed to fully understand the requirements of the program.
• Assist with candidate interviews for open positions and assist in nesting/side-by-side training of new associates to ensure accurate information is given.
• Lead one (1) team building activity each calendar quarter for the entire team, not one sub-group.
• Complete call monitoring for quality assurance and KPI data as requested to provide to supervisor.
• Identify patterns and provide feedback to supervisor on behavioral and/or performance issues.
• Ensure review of client-specific training documents and client account records on a regular basis. Work closely with training department to ensure all SOPs, training material, and work instructions remain accurate and up to date.
• Provide guidance to team members for correct process when an error on an order is identified.
• Escalate any concerns or challenges to supervisor for guidance prior to further escalation/communication.
• Comply with all appropriate policies, procedures, safety rules, and regulations, including knowledge of Quality Policy and Mission/Vision statement. Comply with all appropriate policies, procedures, safety rules, and regulations, and supports department compliance with the same.
• Perform related duties as assigned.

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EDUCATION
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate degree program, technical vocational training or equivalent combination of experience and education.

EXPERIENCE
Normally requires two (2) to four (4) years directly related experience.
Experience with AS400 (ERP), Salesforce.com (CRM), and Pilgrim (DMS) preferred. Understanding of intermediate ERP transactions and how they impact order fulfillment and other departments.

SPECIALIZED SKILLS
Strong interpersonal skills, including ability to show empathy, patience, and attentiveness Strong communication skills within a customer’s preferred method of communication, to include use of positive language and active listening. Good decision-making and analytical skills Strong organizational skills; attention to detail, ability to multi-task, prioritize, and manage time effectively. Ability to resolve customer issues quickly and creatively Goal-oriented and willing to learn Professional etiquette in all forms of communication, especially external communication with clients. Intermediate knowledge of Microsoft Office Suite Must be flexible to work any schedule between 7am to 7pm

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 Companies

Affiliated Companies: Cencora Costa Rica Limitada

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