Spvr - Customer Service

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!

At Cencora Business Service Center India, our mission is to deliver exceptional support and innovative solutions to our global operations, enabling Cencora to enhance health and well-being worldwide. We are committed to operational excellence, continuous improvement, customer-centric approaches, talent development, ethical practices, and promoting a diverse and inclusive workplace.

Primary duties and responsibilities:

• 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.
• 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.
• Assist with audit data requests and attend meetings/trainings as scheduled.
• Identify and implement enhancements to current processes leveraging best practices, including submission of change requests for training document updates.
• 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 serve as training document coach for staff members and ensure all trainings, both corporate and local, are completed by due date.
• Manage escalated items, for internal and external clientele, 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. Ensure the team also has an accurate understanding of the requirements of launch.
• Lead candidate interviews for open positions and coordinate associate onboarding to ensure accurate information is given during new associate nesting/side-by-side training.
• Establish good working relationships with other departments that relate to your team’s program support. Including, but not limited to, coordinating with IT on enterprise-related projects and communicating with the distribution centers on any escalated issues or requests, including virtual transactions needed for adjustments.
• Understand critical success measures, such as service level and accuracy, and the impact of operational changes can impose upon these measures.
• Document, monitor, and evaluate performance and activity for each staff member against critical success measures to identify patterns and provide feedback on behavioral and/or performance issues, to include coaching, motivation, and corrective action.
• Track associate hours worked/PTO in time-keeping system, including attendance occurrence and schedule adherence tracking to ensure proper coverage. Also ensure breaks/lunches of lead team are coordinated to maintain proper lead coverage.
• Develop method for recording professional career goals of associates and document progress and actions taken to support those goals.
• Review performance and activity metrics with each associate in a monthly meeting and complete/deliver annual review for each associate, including determination of suggested merit, based on annual scores for associates.
• Comply with all appropriate policies, procedures, safety rules, and regulations, and supports department compliance with the same, including knowledge of Quality Policy and Mission/Vision statement.
• Perform related duties as assigned, to include working extended hours based on business needs.

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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 and progressively responsible experience.

One (1) to three (3) years supervisory experience preferred.

• Experience with AS400 (ERP), Salesforce (CRM), and Pilgrim (DMS) preferred.
• Understanding of complex 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 leadership skills
• Strong communication skills within a customer’s preferred method of communication, to include use of positive language and active listening.
• Good presentation skills
• Good decision-making and analytical skills
• 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.
• Advanced knowledge of Microsoft Office Suite, to include pivot tables, v-look ups, advanced formulas, etc.

​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.

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