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!
What you will be doing
Under close supervision of the Customer CARE Supervisor or other supervisory/management level position, is responsible for ensuring customer resolution and satisfaction by providing Cencora business-to-business customers with courteous, professional and quality service at all times. This includes developing strong relationships with customers to support their needs, learn their business, and become a trusted source to support a best-in-class patient minded experience. In this role, the CARE Associate II will be trained and knowledgeable to support multiple customer segments and expected to field and resolve a wide variety of customer issues from general requests to those with advanced complexity. This role includes executing in the areas of high-quality customer interactions via telephonic and email communications, web chat, and solution identification.
Want more jobs like this?
Get Business Operations jobs in Carrollton, TX delivered to your inbox every week.
1. Confidently answer questions about products and services the first time customers ask.
2. Act as trusted partner to resolve customer inquiries to completion.
3. Listen and interpret customer information to accurately and promptly resolve issues.
4. Build and maintain professional relationship in order to foster customer retention.
5. Coordinate and collaborate with internal customers such as warehouse personnel, sales, IT, customer support and operations to ensure start-to-finish customer resolution.
6. Processes all customer requests (from multiple sources such as email, chat, telephonic, etc.) to ensure customers receive the drugs their patients need.
7. Knowledgeable on whole range of product and service offerings and can provide answers to customers fluidly during interactions.
8. 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.
9. Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations.
10. Complies with all appropriate policies, procedures, safety rules and regulations.
11. Performs related duties as assigned.
What your background should look like
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two year associate's degree, Pharmacy Technician program/certification, technical vocational training or equivalent combination of experience and education. Previous healthcare customer service B2B experience is desirable. Bilingual (Spanish) communication (speaking/writing) are a plus. Normally requires two (2) to four (4) years directly related experience in a CARE capacity.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
1. Strong customer service skills
2. Strong interpersonal skills
3. Good decision making skills
4. Good research skills
5. Good analytical skills
6. Ability to communicate effectively both orally and in writing
7. Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction.
8. Strong organizational skills; attention to detail
9. Basic knowledge of Microsoft Word, Excel and inventory management system
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
Schedule
Full time
Affiliated Companies
Affiliated Companies: Integrated Commercialization, LLC
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 hrsc@amerisourcebergen.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned