[Hiring] Account Manager @Cencora

Role Description

We’re looking for an Account Manager to build strong relationships with retail pharmacy customers and help deliver an excellent customer experience. This is a highly customer-facing role where you’ll act as a key point of contact for pharmacy customers, helping them navigate operational challenges and coordinating with teams across the business to find effective solutions.

You’ll manage a varied workload, from resolving more complex customer and delivery issues to supporting new account onboarding and identifying opportunities to strengthen customer relationships. Rather than handling routine customer service enquiries, your focus will be on understanding the root cause of more complex issues and bringing the right people together to resolve them.

The role is fully remote and offers broad exposure across the organisation, providing the opportunity to build relationships with different teams, develop your understanding of the business and make a visible impact on the customers you support.

Key Responsibilities

• Act as a primary point of contact for Community Retail pharmacy customers, developing strong and trusted working relationships.
• Understand customer needs and provide proactive support to deliver a positive customer experience.
• Take ownership of complex customer and operational issues, identifying root causes and coordinating solutions.
• Work collaboratively with internal teams to resolve delivery, service, account and contractual queries.
• Support customers through the new account onboarding process, helping to ensure a smooth transition.
• Monitor account activity and performance, highlighting themes, challenges and opportunities where appropriate.
• Identify opportunities to strengthen customer relationships and support account growth.
• Maintain effective relationships with sales colleagues, district directors and other teams to ensure customers receive joined-up support.
• Manage multiple customer priorities and cases effectively, keeping customers and internal stakeholders informed.
• Contribute to cross-functional initiatives and projects that improve the customer experience and service delivery.

Qualifications

• Strong relationship management and customer service skills, with the ability to build effective partnerships with customers and colleagues.
• Excellent written and verbal communication skills, including confidence presenting information clearly to different audiences.
• Strong analytical skills, with the ability to review information, identify trends and patterns, and use insights to understand issues and support effective decision-making.
• Strong problem-solving skills and the ability to look beyond the immediate issue to understand and address its root cause.
• Good organisation and time management, with the ability to balance multiple customers, cases and priorities.
• A proactive approach, taking ownership of issues and following them through to resolution.
• The ability to adapt when priorities change and remain effective in a busy customer-focused environment.
• Strong collaboration skills, particularly when working across different functions to resolve customer issues.
• The ability to work independently in a remote environment while remaining connected with colleagues and customers.
• Confidence using Microsoft Word, Excel and PowerPoint.
• Experience within retail pharmacy, pharmaceutical distribution or healthcare would be valuable, but we also welcome relevant transferable experience from other customer-focused sectors.
• Relevant education, training or equivalent practical experience that has prepared you for the responsibilities of the role.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day.
• Traditional offerings like medical, dental, and vision care.
• A comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.
• 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.
• A variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.