Client Performance Representative

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.

Job Details

Summary Individuals within the Associate Support role interact with internal customers to provide and process information in response to inquiries, concerns and requests about products and services. They deal directly with internal customers by telephone and electronically. They respond promptly to all associate inquiries. Associate Support members respond to requests for support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems. On an ongoing basis, they work to improve associate support processes and practices. These individuals also obtain and evaluate all relevant information to handle product and service inquiries. They may provide pricing and delivery information and process orders, forms, and requests.

Primary Duties And Responsibilities

• Interacts with internal or external customers to provide and process information in response to inquiries, concerns and requests about products and services or other support needed
• Provides Level 1 support to incoming internal / external requests consisting of shipment support, platform management, additional customer consulting, etc.
• First point of contact for day-to-day customer support needs via phone and email
• Assess, appropriately triages, and escalates tickets when appropriate
• Documents incident status and resolution utilizing SalesForce
• Responds to and establishes communications and confirmations with incident reporting parties
• Assists customer with recovery issues
• Assists with identifying recurring incidents and notifies team members / leaders
• Creates and updates documented resolution, job aids, or SOPs to team SharePoint site
• Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity
• Provides excellent customer service to prioritize a positive customer experience

Required Skills And Qualifications

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.

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.

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