About this Customer Service Representative role at Cencora
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
Responsibilities:
- Update existing customers on new programs, promotional activities, products, services, and account inquiries.
- Assist customers with issues such as missed shipments, price adjustments, backorders, and unresolved problems, ensuring prompt resolution.
- Coordinate with field sales associates on special orders, quotations, and manufacturer communications.
- Work closely with warehouse associates, customers, and sales teams to ensure a smooth order fulfillment process.
- Process customer orders received via phone, fax, mail, email, and verbal requests.
- Provide accurate information regarding products and services and escalate unresolved concerns when appropriate.
- Perform data entry related to order processing, order history, special orders, pricing, and customer inquiries.
- Manage backorders by offering substitutions, obtaining manufacturer updates, and maintaining open order reports.
- Communicate effectively with distribution center departments and field sales associates.
- Serve as a liaison between customers and field sales associates.
- Recommend process improvements to enhance customer service operations.
- Follow all company policies, procedures, safety standards, and regulations.
- Participate in an after-hours emergency order on-call rotation after completing one year of service.
- Perform additional duties as assigned.
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Education:
- High School Diploma, GED, or equivalent experience required.
- HDI Customer Service Representative (HDI-CSR), CCPC Global Certified Client Service Specialist (CCSS), or equivalent certification preferred.
Work Experience:
- Minimum of 2 years of experience in Customer Service, Customer Support, Order Management, Customer Operations, Sales Support, or a related field required.
- Experience handling customer inquiries, order processing, and issue resolution preferred.
- Experience working with cross-functional teams, including sales, warehouse, and operations teams preferred.
Skills and Knowledge:
- Strong customer service and problem-solving skills.
- Ability to manage customer complaints and resolve issues effectively.
- Knowledge of order processing and order management procedures.
- Strong verbal and written communication skills.
- Ability to coordinate with customers, sales representatives, manufacturers, and internal departments.
- Proficiency in data entry and maintaining accurate records.
- Ability to multitask and prioritize work in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Knowledge of pricing, inventory availability, and backorder management processes.
- Proficiency in Microsoft Office and customer service systems preferred.
- Ability to work independently and collaboratively within a team environment.
- Flexibility to support after-hours emergency orders as part of an on-call rotation.
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 timeAffiliated Companies
Affiliated Companies: ASD Specialty Healthcare LLCEqual 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
