Job Description

PRIMARY DUTIES AND RESPONSIBILITIES:

• Develop and sustain long-term customer relationships while engaging customers at all levels, include appropriate senior levels of the customer’s organization to drive optimal customer experience.

• Lead meetings with internal/external stakeholders and utilize an Action Log to capture agenda, deliverables, and responsible parties.

• Drive dialogue to uncover needs and coordinate efforts to resolve all open inquiries.

• Operationalizes customer servicing requirements including serving as a point of escalation.

• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal Cencora stakeholders to effectively service the customer.

• Plans, executes, problem solve and monitors initiatives that have direct impact to internal Cencora functional teams and/or external customers (e.g., onboarding/offboarding, conversion activities, and process/policy/technology changes).

• Proactively identifies best practices/initiatives to scale or improve customer experience.

• Evaluates interaction trends and proactively develops and implements improvement programs.

• Develops new solutions to various tactical challenges Cencora and government accounts face.

• Responsible for auditing and resolving catalog/pricing discrepancies while working in conjunction with suppliers, RO, DoD, contracts and other stakeholders with a strong focus on time sensitivity/urgency for resolution.

• Responsible for working with various internal and external stakeholders for efforts to meet customer requirements for product access with a strong focus on time sensitivity/urgency for resolution.

• In conjunction with Cencora and Retail Insights, responsible for providing content and delivery of training materials for both Cencora external customers and internal associates for Retail Insights & IWP.

• Observe trends of platform usability (Retail Insights, Interactive Workstream Platform etc.), request internal and external feedback to recommend improvements to design, training documentation or implementation.

• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems and as Subject Matter Experts on higher level support issues.

• Clearly and concisely document all interactions and all steps taken to resolve incidents.

• Develops & maintains customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts, SOP’s ABForce, Altify etc.).

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• Ensure customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes.

• Executes against the Government customer segmentation model to drive & deliver upon customer experience needs.

• Contributes to strategic initiatives based on their deep customer knowledge as well as their understanding of internal operations.

• Collaborates with other teams to develop initiatives; proactively identifies potentials risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process and ensures alignment amongst all corresponding stakeholders.

• Prepares and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, imitative milestones and service metrics.

• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones

• Ability to resolve issues independently Performs work that is varied and that may be somewhat difficult in character

• Provides back-up coverage to support team members while they are out of the office.

• Must be willing to travel (including overnight travel) as required to effectively manage geographic territory; also, must travel to events such as conferences, national and regional sales meetings as required.

• Performs related duties as assigned

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Requires broad training in fields such as business administration, project/program management, healthcare management, accounting, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four (4)-year bachelor’s degree or requires three (3) - five (5) plus years of directly related and progressively responsible experience.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Strong verbal and written communication, strategic planning, and project management skills

• Familiarity with 340B - highly desired

• Ability to communicate effectively both orally and in writing; able to present information professionally and effectively to customers, associates, and management.

• Analytical and process-oriented mindset

• Comfortable working across multiple departments in a deadline-driven environment

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Strong customer service skills able to courteously interact with customer to ensure a positive customer experience.

• Demonstrated consultative skills and ability to effectively facilitate groups to consensus; ability to create trust and confidence quickly.

• Demonstrates a proactive “can do” attitude.

• Excellent follow-through skills

• Demonstrated project management skills, including the ability to lead, manage, & support multiple projects with diverse scope in a cross-functional environment. Experience in organizing, planning, and executing projects from vision through implementation.

• Previous experience working with the Department of Defense preferred but not required.

• Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships

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

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

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@cencora.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

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