Summary:

In the role of a Customer Service Claims Corrections and Investigations Agent your core responsibility will involve processing correcting transactions for order related issues. You will also conduct comprehensive investigations and address customer inquiries and issues pertaining to product orders deliveries and servicerelated matters. Your primary objective will revolve around meticulously investigating customer queries resolving those queries through correcting transactions and returns to deliver prompt and effective resolutions ultimately aiming to enhance customer satisfaction levels.

Primary Duties and Responsibililites:

• Handle virtual correcting transaction requests

• Document all correcting transactions through a CRM case Determine if credit should be provided on claims or returns

• Accurately identify the appropriate correcting transactions to ensure proper processing

• Conduct indepth investigations into customer inquiries complaints and issues to identify root causes and provide accurate solutions

• Communicate effectively with internal departments via email or chatter to gather necessary information and update them on the investigation and Correction process

• Participates in working sessions with all subject matter experts to discover and detail customer service claims

• Collaborate with internal departments such as Customer Service Continuous Improvement and Quality Assurance to address complex customer cases and escalate as needed

• Document investigation findings actions taken and resolutions in a clear and concise manner for recordkeeping and future reference

• Analyze trends in customer issues to recommend process improvements and enhance customer experience using Master Control Salesforce and other data tools

• Adhere to company policies and procedures while handling sensitive customer information and maintaining confidentiality

• Meet service level agreements (SLAs) by resolving customer inquiries within defined timelines and maintaining highquality standards

• Assists in creating action plans to correct and confirms the suggested actions are taken

• Fosters an environment of critical thinking and process/continuous improvement

• Other duties as assigned

Required Skills and Qualifications:

• Proven experience in customer service investigation or related fields

• Strong communication skills with the ability to empathize listen actively and articulate solutions clearly

• Analytical mindset with the ability to problemsolve and make datadriven decisions

• Detailoriented approach to investigations and documentation

• Proficiency in using CRM systems ERP platforms and Microsoft Office tools

• Ability to work independently and collaboratively in a fastpaced environment

• Prior experience in handling customer escalations and complex cases is a plus

• High school diploma or equivalent; bachelors degree preferred

• Previous experience in customer service investigations or related roles

• Certification in customer service or investigative techniques is advantageous

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 time

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 companys 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 nondiscriminatory.

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 . We will make accommodation determinations on a requestbyrequest basis. Messages and emails regarding anything other than accommodations requests will not be returned

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