Customer Service Representative II

Join Our Team 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.

This role is in support of Cencora's third-party logistics service in the US operating through our ICS business.

Shift Details: Mon - Fri - 8am-5pm

Pay Details: $19/hr

Primary Duties and Responsibilities:

• Under moderate supervision of the Customer Care Supervisor or other supervisory/management level position within the facility, is responsible for ensuring customer satisfaction by providing Cencora customers with courteous, professional and efficient service at all times.
• Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution
• Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls
• Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly
• Processes all phone, fax, mail, e-mail, dropship and verbal orders from customers
• Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor or Manager in a courteous manner
• Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested
• Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, prices and availability, and changes in stock number
• Communicates with all departments within the Distribution Center as well as field sales associates
• Serves as liaison between customers and field sales associates
• Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations
• Complies with all appropriate policies, procedures, safety rules and regulations
• Performs related duties as assigned.

Education:

• High School Diploma/GED or equivalent experience required.

Skills and Knowledge:

• 2+ years of experience in customer service, customer support, order management, customer operations, or sales support, or a related field required.
• Strong customer service skills
• Strong interpersonal skills
• Good decision-making skills
• Good analytical skills
• Ability to communicate effectively both orally and in writing
• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
• Familiarity with Cencora products, services and pharmaceutical distribution operations
• Strong organizational skills; attention to detail
• Basic knowledge of Microsoft Word, Excel and inventory management system
• Certification in HDI Customer Service Representative (HDI-CSR), CCPC Global Certified Client Service Specialist (CCSS), or equivalent preferred.