[Hiring] Associate Analyst @Cencora

Role Description

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

Shift Details:

• Monday-Friday 8am-5pm EST

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

Responsibilities:

• Delivers daily customer support operations, sequences work, rebalances assignments, and removes blockers to meet service levels, quality standards, and response timelines.
• Resolves complex customer inquiries, technical support issues, installation exceptions, account maintenance requests, and service-related escalations within established policy and authority.
• Acts as the first line escalation for complex cases, triages issues, documents findings, and escalates with supporting evidence when approval thresholds or policy exceptions are required.
• Owns the preparation and accuracy of audit-ready records, case logs, service documentation, reconciliations, and operational updates; corrects discrepancies and implements safeguards to prevent recurrence.
• Translates business, policy, compliance, and service changes into updated procedures, job aids, templates, and checklists; cascades updates to the team and confirms adoption through spot checks.
• Diagnoses recurring errors, service delays, and control gaps using operational data and case trends; implements approved process changes and verifies impact on service quality and throughput.
• Leads day-to-day coverage coordination, supports cross-training across adjacent processes, and adjusts staffing or sequencing to maintain continuity during peak volumes and absences.

Qualifications

• Bachelor's degree in business administration, or a related field, or equivalent experience required.
• 1-2 years of experience in customer support, technical support, service operations, installation support, account support, call center support, or a related field required.

Requirements

• Certification in IT service management, customer support, help desk, customer success, process improvement or equivalent certification preferred.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social 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.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.