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

Summary of Role:

Shift Details: 8am-5pm

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

Responsibilities:

• Coordinates daily customer systems support activities, including work assignment balancing, queue monitoring, and issue follow up, to maintain service levels and operational quality.

• Resolves complex customer systems support cases and recurring process issues within defined authority, and documents or escalates issues with supporting evidence when needed.

• Owns the preparation, accuracy, and completeness of support records, logs, reconciliations, and case documentation to maintain audit readiness and control compliance.

• Analyzes recurring errors, cycle time delays, and service exceptions using available data and operational trends, and implements approved corrective actions to prevent recurrence.

• Translates changes in policy, procedures, system functionality, or business requirements into updated workflows, templates, job aids, and team guidance.

• Supports continuity of operations by directing cross training, adjusting work sequencing during volume spikes or absences, and helping maintain coverage across adjacent support processes.

• Prepares concise status summaries, exception reports, and recommended actions for management, including operational impacts, risks, and service implications.

Education:

High School Diploma/GED or equivalent experience required.

Skills and Knowledge:

• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field required.

• Certification in IT service management, customer support, customer relationship management systems, process improvement, or equivalent certification preferred.

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

Full time

$43,300 - 79,310

*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 [email protected]. 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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Affiliated Companies:

Affiliated Companies: ALLYDVM INC.