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

Summary of Role:

The Strategic Account Coordinator serves as the primary customer service point of contact for large Strategic accounts playing a vital role in managing and nurturing relationships with internal and external customers alike. Supporting strategic initiatives with an emphasis on delivering white glove-superior customer experiences to gain and maintain customer satisfaction and loyalty of large Strategic accounts.

Shift Details: Must be available to work between the hours of 7am-6pm MST

Responsibiliites:

Client Relationship Management:

• Act as the primary liaison between the company and strategic account clients.
• Develop and maintain strong, lasting relationships with key stakeholders in each account.

Communication and Coordination:

• Ensure clear and effective communication between the client and internal teams.
• Coordinate with various departments to meet client needs and resolve issues promptly.

E-Commerce and Content Management:

• Familiarity with managing ecommerce platforms to maximize consumer engagement
• Ability to extract reporting from ecommerce vendor portals
• Create, Edit, and Manage high quality product content
• Align product content with brand guidelines
• Liaison with brand manufacturers to complete item set-up and content improvement
• Collaborate with purchasing to ensure inventory depth to support retail business
• Collaborate with data analysts & Sr. Account Managers to synthesize sales data to provide recommendations to retail customers
• Monitor account performance and ensure that service delivery meets or exceeds client expectations.
• Identify opportunities for upselling or cross-selling additional services or products.

Problem Resolution:

• Address and resolve any issues or concerns raised by the client in a timely and efficient manner.
• Proactively identify potential challenges and work with teams to mitigate them.

Reporting and Feedback:

• Provide regular reports and updates to clients on service performance and any ongoing projects.

Gather and relay client feedback to improve services and client satisfaction.

• Answer incoming calls promptly to establish a premier service level for Strategic Accounts through dedicated phone queues.
• Assist clients with the return of incorrect or damaged merchandise within the guidelines established by MWI and the manufacturers we represent.
• Attend weekly sales meetings to keep informed on new products, changes within the industry, and systematic changes within MWI.

Education:

• High School Diploma/GED or equivalent experience required.
• 3+ years of experience in customer service operations, international coordination, order management, or a related field required.
• Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or related certification preferred.

Skills and Knowledge:

• Work closely with Strategic Account Managers to help facilitate new item onboarding, inventory forecasting & demand, distinct pricing methods, customer online portal intervention and manufacturer rebates.
• Manage the flow of customer sales orders via an EDI platform
• Mitigate error resolution in a timely manner to ensure operations shipping cutoff times are adhered to.
• Communicate impact with internal and external stakeholders.
• Research compliance violations to determine validity or dispute claims.
• Work closely with dedicated distribution center and operations personnel to analyze shipment pictures and documentation.
• Generate customer credits on validated violations.
• Assist cash application department with researching and applying customer payment deductions.
• Manage compliance tracker to capture service level agreements and scorecard metrics.
• Assist with new customer onboarding and account maintenance of required licensure and legal documentation.
• Utilize the computer as a sales aid and be competent in the use of e-mail, Microsoft Excel, AS400, Outlook, and other key systems.
• Demonstrate competency in MWI sales programs, promotions, and products.

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

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

Affiliated Companies

Affiliated Companies: MWI Veterinary Supply Company