Administrator I, Customer Service Operations

MWI Buying Group; Bogotá; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

AmerisourceBergen in Bogotá, Colombia, is seeking a dedicated professional to enhance patient-focused operations. You will monitor service delivery, analyze performance metrics, and drive process improvements across regional teams to ensure consistent, high-quality service.

The role emphasizes QA/compliance, change management, and training, with collaboration across care, operations, IT, and regional units to support seamless service delivery.

Formación

• Bachelor's degree in business administration, operations management, healthcare administration, or a related field.
• 2+ years of experience in customer service operations, operational excellence, process improvement, or related roles within healthcare or pharmaceutical distribution.
• Certifications such as ITIL 4 Foundation, Lean Six Sigma Yellow/Green Belt, COPC, PRINCE2 Foundation or PMP are preferred.

Responsabilidades

• Monitors service delivery performance, tracks metrics, identifies gaps, and takes corrective actions to maintain SLAs and quality.
• Documents current processes, analyzes workflows, identifies inefficiencies, and implements improvement recommendations to reduce cycle times.
• Supports communication between care teams, operations, QA, IT, and regional offices to ensure seamless handoffs and continuity.
• Collects data, creates dashboards, analyzes trends, and presents insights to management to address performance gaps.
• Implements QA and compliance activities, conducts quality reviews, and coordinates corrective actions for audit readiness.

Conocimientos

Customer service operations

Operational excellence

Process improvement

Educación

Bachelor's degree in business or healthcare administration

Descripción del empleo

Culture et Mission

Cherchez-vous à faire une différence dans la vie d’un patient? Chez AmerisourceBergen, vous trouverez une culture innovante et collaborative, axée sur le patient et soucieuse de faire la différence. En tant qu’organisation nous sommes unis par notre responsabilité d’œuvrer pour des vies plus saines. Joignez-vous à nous.

Ce que vous ferez

• Performs customer service operations by monitoring service delivery performance, tracking key metrics (response times, resolution rates, customer satisfaction), identifying service gaps, and implementing corrective actions to maintain service level agreements and quality standards.
• Coordinates operational excellence initiatives by documenting current state processes, conducting workflow analyses, identifying inefficiencies, developing improvement recommendations, and implementing process enhancements that reduce cycle times, eliminate waste, and improve customer experience.
• Facilitates operational interfaces and stakeholder coordination by supporting communication between customer care teams, operations units, quality assurance, IT systems, and regional offices to ensure seamless handoffs, resolve cross-functional issues, and maintain operational continuity.
• Conducts performance analysis and reporting by collecting service data from multiple systems, creating dashboards and reports, analyzing trends and patterns, presenting insights to management, and recommending actions to address performance gaps or emerging issues.
• Implements quality assurance and compliance activities by monitoring adherence to standard operating procedures, conducting quality reviews, identifying compliance risks, coordinating corrective actions, and supporting audit preparation and regulatory inspections.
• Provides change management and system implementation activities by participating in user acceptance testing, developing training materials, coordinating end-user training sessions, gathering feedback, and ensuring smooth adoption of new processes, systems, or service models.
• Coordinates regional operations support by assisting with resource allocation, facilitating escalations, supporting knowledge sharing between locations, maintaining operational documentation, and ensuring consistent application of policies, procedures, and service standards across geographic regions.

Qualifications

• Bachelor's degree in business administration, operations management, supply chain management, healthcare administration, or a related field, or equivalent experience required.
• 2+ years of experience in customer service operations, operational excellence, process improvement, or related operational support roles within healthcare, pharmaceutical distribution, or a related field required.
• Certified ITIL 4 Foundation, Lean Six Sigma Yellow Belt or Green Belt, COPC Customer Experience Practitioner, PRINCE2 Foundation or PMP, or equivalent certification preferred.

Égalité d’accès à l’emploi AmerisourceBergen s'engage à offrir des possibilités d'accès à l'emploi égales sans égard à l’origine ethnique, à la couleur, à la religion, à le sexe, à l’orientation sexuelle, à l'identité de sexe, aux renseignements génétiques, à la nationalité, à l'âge, aux handicaps, au statut de vétéran ou à l’adhésion à toute autre classe protégée par la loi fédérale, d’État ou locale.

Benefits and Compensation

• Nous offrons une rémunération globale concurrentielle.
• Notre engagement envers nos associés comprend l’offre de programmes d’avantages sociaux complets, diversifiés et conçus pour répondre aux divers besoins de l’ensemble de nos associés.
• Grâce à notre présence mondiale et nos diverses unités commerciales, nous avons une approche équilibrée des avantages que nous offrons.
• De nombreux avantages sociaux sont payés par l’entreprise, tandis que d’autres sont offerts par les cotisations des associés.
• Les offres d’avantages sociaux spécifiques peuvent varier selon l’emplacement, le poste ou l’unité d’affaires.

Temps Plein

Affiliated Companies

World Courier de Colombia S.A.

Employeur

Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.