[Hiring] Senior Strategic Accounts Specialist @Cencora

Role Description

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

The Sr Strategic Account Specialist will be responsible for the day-to-day relationship between MWI and the MVH strategic accounts by providing superior customer service and support. This role will also work closely with customers and collaborate with internal departments to ensure:

• Correct accounting, billing, and customer contract procedures are maintained.
• Customer orders are successfully delivered.
• Standard and ad hoc reports are provided to meet customer specifications.
• Assistance with analytical and operational solutions.
• Procedure documentation.

Responsibilities:

• Seek to understand the needs of the Strategic Accounts.
• Provide all facets of customer service, including high volume phone support and response to email inquiries, in a timely and professional manner.
• Service customer calls, emails, and faxes by responding to general inquiries, concerns, and requests.
• Reconcile potential damaged and lost shipments, including processing product returns and credits.
• Generate and customize weekly reports and ad hoc requests as required.
• Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility.
• Analyze and investigate customer issues and take appropriate action in a professional and timely manner.
• Assist with the onboarding and training of all new associates as necessary.
• Provide accurate information regarding products, pricing, services, policies, and procedures.
• Maintain detailed records of customer interactions/communications in CRM (Orbit) system.
• Handle escalated issues by evaluating and recommending solutions to MWI/MVH management.
• Make suggestions and recommendations to supervisor and/or manager to improve customer service operations.
• Complete assigned special projects.
• Maintain MBX email inbox of COUPA orders.

Qualifications

• High School Diploma/GED or equivalent experience required.
• Associate's degree in business administration, operations, or a related field preferred.
• 3+ years of experience in customer service operations, case management, order management, issue resolution, escalations support, service delivery, or a related field required.
• Certified Customer Experience Professional (CCXP), or equivalent certification preferred.

Requirements

• Advanced Excel skills are necessary.
• Proficiency with Word and Outlook is needed.
• Proven experience in a customer service role.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict resolution abilities.
• Ability to handle multiple tasks and demonstrate critical and analytical thinking.
• Must display initiative, a desire to learn, and the ability to actively participate in team projects.
• Normally requires two (2)+ years related experience or Bachelor degree; veterinary clinic experience desirable.
• Knowledge in customer service operations and transaction support processes.
• Knowledge in customer information management, record maintenance, and documentation practices.
• Knowledge in billing, payment, and reporting processes within an operational environment.
• Knowledge in quality control principles, service measures, and escalation practices.
• Knowledge in Microsoft Office applications and standard business systems.
• Ability to communicate effectively in writing and verbally with customers and internal stakeholders.
• Ability to organize workload, manage priorities, and handle multiple tasks within defined timelines.
• Ability to review data and documentation for completeness, accuracy, and consistency.
• Ability to analyze operational information and numerical data to identify issues or variances.
• Ability to resolve routine operational issues by applying defined procedures and judgment.
• Ability to work independently within established guidelines and collaboratively across functions.
• Ability to maintain attention to detail in a structured service environment.

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, including backup dependent care, adoption assistance, infertility coverage, and family building support.
• Behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities for mentorship.
• Participation in employee resource groups and volunteer activities.