Customer Service Specialist

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

Summary:

Under close supervision of the Customer Service Supervisor, is responsible for ensuring customer satisfaction by providing Cencora customers with courteous, professional and efficient service at all times. Generates outbound calls to specific low-volume accounts in order to provide excellent service and communication to accounts not currently called on by a field sales associate.

Primary Duties and Responsibilities:

• Responsible for initiating a monthly service call to a specific number of low-volume accounts in the local geographic area

• Updates the existing customers on any new programs, promotional activity, products and services as well as inquires and assists with any current issues or unresolved problems

• Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution

• Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls

• Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly

• Processes all phone, fax, mail, e-mail and verbal orders from customers

• Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor in a courteous manner

• Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested

• Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, changes in stock number, prices and availability, and maintains current open order reports

• Communicates with all departments within the Distribution Center as well as field sales associates

• Serves as liaison between customers and field sales associates

• Makes suggestions and recommendations to Supervisor in an effort to continually improve customer service operations

• Complies with all appropriate policies, procedures, safety rules and regulations

• Performs related duties as assigned

Required Skills and Qualifications:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year Bachelor's Degree program, technical vocational training or equivalent combination of experience and education

• Normally requires less than one (1) year directly related experience

• Strong customer service skills

• Strong interpersonal skills

• Good decision-making skills

• Good analytical skills

• Ability to communicate effectively both orally and in writing

• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction

• Familiarity with Cencora products, services and pharmaceutical distribution operations

• Strong organizational skills; attention to detail

• Basic knowledge of Microsoft Word, Excel and inventory management system

Work Environment:

• The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• The noise level in the work environment is generally moderate to noisy

Physical and Mental Requirements:

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing

• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus

• 75% or more time is spent looking directly at a computer

• 75% or more time is spent addressing customer issues on the telephone

• Associate is occasionally required to stand, walk (or otherwise be mobile)

• Ability to deal with stressful situations as they arise

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Full time 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

Affiliated CompaniesAffiliated Companies: ASD Specialty Healthcare LLC