This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

Supports supply chain planning and operations activities by performing routine assignments, order entry, customer follow-ups, maintaining data accuracy, and following established processes. Coordinates updates to planning records, operational trackers, and standard reports to support day-to-day execution. Resolves routine issues within defined guidelines and escalates more complex exceptions for review. Contributes to process consistency and service continuity by completing assigned work with accuracy and timeliness.

Responsibilities:

• The Customer Service Representative will be responsible for taking incoming calls, taking and completing client and pharmacy orders, and answering client inquiries with the highest degree of courtesy and professionalism.
• Process orders received via fax, e-mail and phone on a daily basis and provide confirmation when requested
• Process pick tickets through the ERP System selecting the appropriate carrier ensuring timely delivery
• Communicate with multiple external and internal customers
• Adhere to all procedures and work instructions in performing the job
• Communicate with various internal departments on a regular basis for customer/product related issues, including backorders, emergency shipments, customer account status, invoices, shipment discrepancies, returns processing, credits, debits, etc.
• Maintain accurate information regarding backorders
• Responsible for providing customers and clients with accurate answers to questions and complaints regarding shipments and services in a courteous manner and escalates issues to the appropriate person as required.
• Responsible for customer account setup and customer file maintenance
• Makes suggestions and recommendations to the Supervisor/Manager in an effort to continually improve customer service operations.

Education:

• Post-secondary education or equivalent in a related discipline;
• 0-2 years' experience in a customer service role

Skills and Knowledge:

• Strong work ethic, sense of responsibility, high level of attention to detail;
• Proactive customer focus;
• Ability to work in a team and independently as well as with minimal supervision;
• Ability to multi-task in a fast-paced environment;
• Self-starter, efficient, organized;
• Capable of consistently producing high quality work under pressure and in a timely fashion;
• Strong proficiency in Microsoft applications (Outlook, Word, Excel, Internet Explorer);
• Strong proficiency in order entry systems;
• Excellent problem-solving ability
• Mandatory ability to communicate clearly in English required.

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.

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

Accessibility Policy

Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

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