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.

• Performs customer service operations by monitoring service delivery performance, tracking key metrics (response times, resolution rates, customer satisfaction), identifying service gaps, and implementing corrective actions to maintain service level agreements and quality standards.
• Coordinates operational excellence initiatives by documenting current state processes, conducting workflow analyses, identifying inefficiencies, developing improvement recommendations, and implementing process enhancements that reduce cycle times, eliminate waste, and improve customer experience.
• Facilitates operational interfaces and stakeholder coordination by supporting communication between customer care teams, operations units, quality assurance, IT systems, and regional offices to ensure seamless handoffs, resolve cross-functional issues, and maintain operational continuity.
• Conducts performance analysis and reporting by collecting service data from multiple systems, creating dashboards and reports, analyzing trends and patterns, presenting insights to management, and recommending actions to address performance gaps or emerging issues.
• Implements quality assurance and compliance activities by monitoring adherence to standard operating procedures, conducting quality reviews, identifying compliance risks, coordinating corrective actions, and supporting audit preparation and regulatory inspections.
• Provides change management and system implementation activities by participating in user acceptance testing, developing training materials, coordinating end-user training sessions, gathering feedback, and ensuring smooth adoption of new processes, systems, or service models.
• Coordinates regional operations support by assisting with resource allocation, facilitating escalations, supporting knowledge sharing between locations, maintaining operational documentation, and ensuring consistent application of policies, procedures, and service standards across geographic regions.

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• Bachelor's degree in business administration, operations management, supply chain management, healthcare administration, or a related field, or equivalent experience required.
• 2+ years of experience in customer service operations, operational excellence, process improvement, or related operational support roles within healthcare, pharmaceutical distribution, or a related field required.
• Certified ITIL 4 Foundation, Lean Six Sigma Yellow Belt or Green Belt, COPC Customer Experience Practitioner, PRINCE2 Foundation or PMP, or equivalent certification 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.

Affiliated Companies

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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned