This role is in support of Cencora's distribution services in the US operating through our AmerisourceBergen business.

Summary of Role:

Shift Details: 8am-5pm MST

The Sr Strategic Account Specialist will be responsible for the day-to-day relationship between MWI and the MVH strategic accounts by providing superior customer service and support. The Sr Strategic Account Specialist also develops and maintains successful working relationships with relevant departments at MWI that will best serve the customer. This role will also work closely with customers and collaborate with internal departments to ensure correct accounting, billing, and customer contract procedures are maintained; customer orders are successfully delivered; standard and ad hoc reports are provided to meet customer specifications; assist with analytical and operational solutions; and procedure documentation.

Responsibilities:

· Seek to understand the needs of the Strategic Accounts.

· Provide all facets of customer service. This includes high volume phone support and response to email inquiries, in a timely and professional manner.

· Service customer calls, emails and faxes by responding to general inquires, concerns and requests.

· Reconcile potential damaged and lost shipments. Including processing product returns and credits.

· Generate and customize weekly reports and ad hoc requests as required.

· Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility.

· Responsible for analyzing and investigating customer issues and taking the appropriate action, in a professional and timely manner.

· Assist with the on boarding and training of all new associates as necessary with call intake, handling customer inquiries, and system procedures.

· Assist with analytical solutions and procedure documentation.

· Provide accurate information regarding products, pricing, services, policies and procedures.

· Maintain detailed records of customer interactions/communications in CRM (Orbit) system.

· Ability to handle escalated issues by proactively evaluating and recommending solutions to MWI/MVH management for customer challenges including working with internal/external customer groups to resolve customer concerns.

· Makes suggestions and recommendations to supervisor and/or manager to continually improve customer service operations.

· Completes assigned special projects.

· Maintain MBX email inbox of COUPA orders.

Additional Job Description

Education:

• High School Diploma/GED or equivalent experience required.

• Associate's degree in business administration, operations, or a related field preferred.

• 3+ years of experience in customer service operations, case management, order management, issue resolution, escalations support, service delivery, or a related field required.

• Certified Customer Experience Professional (CCXP), or equivalent certification preferred.

Skills and Knowledge:

• Advanced Excel skills are necessary.

• Proficiency with Word and Outlook is needed.

• Proven experience in a customer service role.

• Strong verbal and written communication skills.

• Excellent problem solving and conflict resolution abilities.

• Ability to handle multiple tasks, demonstrate critical and analytical thinking.

• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects.

• Normally requires two (2)+ years related experience or Bachelor degree; veterinary clinic experience desirable.

• Knowledge in customer service operations and transaction support processes.

• Knowledge in customer information management, record maintenance, and documentation practices.

• Knowledge in billing, payment, and reporting processes within an operational environment.

• Knowledge in quality control principles, service measures, and escalation practices.

• Knowledge in Microsoft Office applications and standard business systems.

• Ability to communicate effectively in writing and verbally with customers and internal stakeholders.

• Ability to organize workload, manage priorities, and handle multiple tasks within defined timelines.

• Ability to review data and documentation for completeness, accuracy, and consistency.

• Ability to analyze operational information and numerical data to identify issues or variances.

• Ability to resolve routine operational issues by applying defined procedures and judgment.

• Ability to work independently within established guidelines and collaboratively across functions.

• Ability to maintain attention to detail in a structured service environment.

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

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

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