About The Role

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

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

Coordinates daily customer service and case management activities, sequences work, and rebalances assignments to meet service, quality, and throughput targets.

Handles queue monitoring, quality checks, and issue triage for customer cases, and resolves routine and select non-routine matters within defined authority.

Prepares accurate, audit-ready customer records, logs, and case documentation, corrects discrepancies, and implements safeguards to reduce recurrence.

Explains procedures, documentation requirements, and policy implications to customers and internal stakeholders to align execution with service expectations and timelines.

Acts as the first-line escalation point for complex customer issues, documents findings, recommends next steps, and escalates matters with supporting evidence when needed.

Updates procedures, templates, and job aids in response to business or policy changes, trains team members on revised requirements, and confirms adoption through spot checks.

Diagnoses recurring errors, delays, and service gaps using operational data and observation, supports approved process improvements or small tooling enhancements, and monitors results.

Bachelor's degree in information systems, business administration, computer science, customer operations, or a related field, or equivalent experience required.

2+ years of experience in customer relationship management, IT service delivery, customer support, service operations, or a related field required.

Certification in customer relationship management, customer service operations, CRM platform administration, account management, or sales operations preferred.

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: Alliance Healthcare España S.A.

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