[Hiring] Customer Engagement Manager @Cencora

Role Description

This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally.

The Customer Engagement Manager leads a fully remote team of Customer Engagement Representatives (CERs) whose primary focus is delivering a high‑quality, consistent, and supportive customer experience enabling prioritized commercial outcomes such as attainment, market share, customer satisfaction and customer adoption of new products and services. This team functions as the frontline resource for customers—resolving issues, providing expertise, supporting product needs, and ensuring a smooth, positive journey with every interaction as well as contributing to sales through a consultative approach.

• Lead, coach, and develop remote CERs to deliver a consistently exceptional customer support experience.
• Monitor support quality, productivity, SLA attainment, and sales/experience outcomes; maintain team reporting and action plans.
• Plan and facilitate weekly virtual team meetings focused on customer support excellence.
• Partner with Sr Leaders and Regional Directors to cultivate a remote team culture centered on customer‑experience excellence.
• Oversee workforce management within team to meet SLAs and budget targets.
• Recruit, hire, onboard, and mentor CERs with an emphasis on customer support experience competencies.
• Implement inbound support engagement strategies that strengthen the customer journey.
• Implement outbound engagement programs rooted in proactive support.
• Handle customer escalations efficiently and professionally.
• Identify customer support and experience gaps and partner with Leadership and Learning & Development.
• Drive operating discipline to continuously improve the customer experience.
• Coordinate remote training with vendor partners.
• Travel occasionally to designated locations for leadership development.

Qualifications

• Advanced understanding of customer support workflows, remote team management, and consultative service practices.
• 5+ years of directly related or relevant experience, including 2+ years of customer support or people‑leadership experience.
• BS/BA in a related discipline or equivalent related experience; professional certification may be preferred or required.
• Advanced knowledge of call center leadership, Microsoft Office, and digital communication/collaboration tools.

Requirements

• Ensure CERs provide clear, timely, empathetic, high-quality support across all interactions.
• Analyze customer‑experience data, support metrics, sales data and team feedback.
• Execute virtual onboarding that emphasizes customer‑experience expectations.
• Communicate clearly, professionally, and empathetically across digital channels.
• Lead virtual meetings that focus on understanding customer needs.
• Create a transparent, supportive environment for remote CERs.
• Strengthen cohesion and collaboration across a geographically dispersed team.
• Develop trust with remote employees, cross‑functional partners, and customers.
• Integrate consultative, experience‑led selling into customer interactions.

Benefits

• Comprehensive medical, dental, and vision care.
• Support for working families, including backup dependent care and adoption assistance.
• Behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs and professional development resources.
• Opportunities to participate in mentorship programs and volunteer activities.

Company Description

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.