Associate Representative, Customer Service Operations

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Job Details

Job Description PRIMARY DUTIES & RESPONSIBILITIES: ​ Responsible for account setup and ongoing maintenance activity for AB/Cencora customers.​ Responsible for managing product access and eligibility for AB/Cencora customers ​ Interacts with all levels of the organization for requests related to delivery, programs and services, contracts, sales, finance, CSMP, and corporate departments. ​ Supports the efforts for collecting, validating, and proactive licensure renewals ensuring regulatory compliance for customer and facility licensing which includes Federal DEA, State Board of Pharmacy, State Controlled Substance, and State Medical Device.​ Assists with Total Issue Resolution for issues that involve customer master settings and maintenance. This includes pricing, substitution, invoicing, customer eligibility, and price stickers.​ Responsible for following approval process for business-critical fields such as COGs. ​ Has complete ownership of the customer file and all components such as contracts/PVAs, routing, program compliance, pricing, substitution setups, etc. ​ Ensures data integrity of customer setup, pricing, contract information​ Implements and runs the audit processes for customer profile information; generates and analyzes reports for all key customer fields such as substitution programs, pricing fields, chain id, owner id, business types and parent/child relationship.​ Conducts daily maintenance and troubleshooting to maintain data accuracy in various systems.​ Creates and produces reconciliation and auditing report.​ Utilizes CRM system to track maintenance and new account requests.​ Other duties and responsibilities as assigned ​

Additional Job Description Additional Job Description MINIMUM SKILLS, KNOWLEDGE & ABILITY REQUIREMENTS: ​ Strong interpersonal skills, organizational skills and attention to detail.​ Ability to communicate effectively both orally and in writing. ​ Good analytical skills. ​ Working knowledge of standard Microsoft productivity tools​ Demonstrated history of operating in a professional manner with customers or other associates.​ Excellent analytical skills relative to data analysis and data auditing​ Excellent customer service skills, proven track record of detail-oriented problem solving, trouble shooting, and follow up ​ Demonstrated ability to work independently ​ Preferred knowledge of drug distribution industry or the Cencora organization.​ Experience using ERP Systems and Salesforce or other CRM systems 

  EXPERIENCE & EDUCATION REQUIREMENTS: ​ Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor’s degree or equivalent work experience. ​ Normally requires a minimum of three (3) years related and progressively responsible experience; minimum two (2) years experience with Cencora or like company in customer service, customer maintenance, or administrative position. ​ SAP experience required.

   

. Bachelor’s degree in business administration, operations management, healthcare administration, or a related field required.

Less than 2 years of experience in customer service operations, contact center coordination, workforce coordination, or related operational support roles with demonstrated agent coordination, scheduling, or administrative functions required.

Certification in customer relationship management, customer experience, project management, or service management preferred.

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

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