Summary:

Under general guidance of the Senior Manager Customer Care the Customer Care Manager is responsible for positive customer care experiences and providing support to the Customer Care team by using advanced communication skills problem solving good judgement technical fluency and data analysis to organize workflow review strategies and implement operational efficiencies. The Customer Care Manager will interact with leadership in multiple functional departments to build collaboration and develop strong boundaries while remaining courteous and professional with every interaction. The Customer Care Manager is also responsible for monitoring operational performance metrics to ensure contractual service levels are met as well as associate performance and providing coaching motivation and corrective action to the Customer Care team as appropriate.

Primary Duties and Responsibilities:

• Utilize program metrics to confirm customer needs are managed within defined service level agreement and KPI timeframes i.e. answer phone calls respond to emails order shipment etc.

• Ensure customer care reporting is monitored and appropriate action is taken

• Document monitor and evaluate performance and activity for each direct report and team against critical success measures to identify patterns

• Review behavioral and/or performance issues and activity metrics with direct associates in a monthly meeting

• Complete and deliver annual review for each associate including determination of suggested merit based on annual scores for associates

• Develop method for recording professional career goals of associates and document progress and actions taken to support those goals

• Positively lead and motivate Customer Care team and support team training initiatives. Ensure changes to current processes are not implemented prior to training document updates or approval from appropriate parties

• Organize inbound and internal workflow in a consistent and efficient manner across all Customer Care teams to ensure customer satisfaction

• Analyze metric reporting to identify potential gaps and use strategic thinking to develop ways to enhance or improve current processes and procedures to address identified gaps

• Understand critical success measures such as service level and accuracy individual program requirements that are outside of standard scope and the impact operational changes can impose upon these measures

• Manage escalated items for internal and external clientele and apply problem solving skills and creativity to troubleshoot issues to the best of your ability prior to further escalation of an issue

• Appropriately distinguish proper method of communication (email vs. phone) and determine level of leadership within internal customer care team needed in communications for resolution

• Support Business Review Capabilities and Audit meetings by providing required data and attending and participating in these meetings as scheduled

• Technical fluency and understanding of Customer Care CRM and ERP and DMS systems and the integration between these systems. Knowledge of reporting tools how to request/create reporting and knowledge of telephony system functionality

• Identify nonstandard process requirements for new launches confirm capability of managing these scenarios and ensure Customer Care team understanding of requirements prior to launch. Monitor launchday activities to confirm there are no issues with order processing

• Oversight of assigned training courses for the Customer Care team and ensure the team completes all assignments both corporate and local by the due date. Ensure supervisors regularly review associate roles in DMS to ensure assignment to the appropriate roles for training

• Establish good working relationships with other departments that relate to Customer Cares ability to support programs. Including but not limited to coordinating with IT on enterpriserelated projects to provide input and requirements providing postlaunch/golive support for the Customer Care team and communicating with the distribution centers on escalated issues upcoming launches special requests etc.

• Lead and support candidate interviews for open positions and support supervisors in coordination of associate onboarding to ensure accurate information is given during new associate nesting/sidebyside training

• Oversight of associate hours worked/PTO in timekeeping system including attendance occurrence and schedule adherence tracking to ensure proper coverage

• Ensure breaks/lunches/PTO of lead team are coordinated to maintain proper lead coverage

• Comply with all appropriate policies procedures safety rules and regulations and supports department compliance with the same including knowledge of Quality Policy and Mission/Vision statement

• Perform related duties as assigned to include support of standard queues support of emergency support line and working extended hours based on business needs

Required Skills and Experience:

• Requires broad training or exhibit a working understanding in fields such as business administration accountancy sales marketing computer sciences or similar vocations generally obtained through completion of a twoyear associate degree program technical vocational training or equivalent combination of experience and education

• Normally requires two (2) to four (4) years directly related and progressively responsible experience

• One (1) to three (3) years supervisory experience preferred

• Experience with AS400 (ERP) Salesforce (CRM) and Pilgrim (DMS) preferred

• Understanding of complex ERP transactions and how they impact order fulfillment and other departments

• Leadership principles demonstrated in all interactions such as: reliability/dependability dedication productivity cooperation character integrity sense of responsibility emphasis on quality discipline teamwork professionalism determination accountability humility passion being goal oriented organizational skills creativity and being adaptable and flexible

• Advanced written and verbal communication skills demonstrated through respectful and professional interactions which include positive language active listening providing conflict resolution/deescalations providing timely updates and closure on outstanding items and negotiation skills

• Growth mindset demonstrated by willingness to participate in projects outside standard scope being open to feedback a willingness to ask for help and support of employee growth and development

• Demonstrate flexibility creativity and problemsolving skills to adjust Customer Care team strategies and processes as required as well as resolve customer issues

• Ability to arrange data in an understandable manner and present the information to others

• Advanced knowledge of Microsoft Office Suite to include pivot tables vlook ups advanced formulas etc.

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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