Customer Engagement Supervisor

MWI Buying Group; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

AmerisourceBergen en Inde recherche un superviseur expérimenté pour diriger une équipe responsable de l’onboarding, du support client et du respect des régulations. Le rôle inclut la gestion de performances, la communication régulière et l’optimisation des processus afin de livrer un service de haute qualité.

Le candidat idéal possède au moins 3 ans d’expérience en onboarding ou opérations clients, avec un diplôme pertinent et une aptitude avérée au leadership et à la collaboration

Qualifications

• Diplôme de niveau bachelor dans un domaine pertinent (commerce/administration, opérations ou service client).
• 3+ années d’expérience en onboarding, opérations clients ou gestion de données.
• Moins de 2 ans en management préféré.
• Certification en expérience client ou service est un plus.

Responsibilities

• Diriger et soutenir l’équipe chargée de l’onboarding et du service client.
• Surveiller la performance et coacher les membres de l’équipe selon les objectifs.
• Gérer la charge de travail et les priorités pour respecter les délais.
• Servir de mentor et favoriser le développement professionnel.
• Assurer le respect des procédures et des contrôles réglementaires.

Skills

Team leadership

Communication

Stakeholder management

Problem solving

Education

Bachelor’s degree in business administration / operations / customer service

Tools

CRM software

Data management tools

Job description

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.

Job Description Summary Job Description: We are seeking a results-driven and experienced Supervisor to lead and support a team of professionals who serve as the key point of contact between our organization and customers. This team is responsible for onboarding support, operational excellence, data and document management, and regulatory compliance. The Supervisor will ensure team members meet performance goals, maintain timely communication and task management, adhere to established workflows, and consistently deliver exceptional service to customers. In this role, the Supervisor will play a critical part in fostering positive customer relationships, resolving escalated issues, and driving operational excellence. This position requires strong leadership, organizational skills, and the ability to foster collaboration across internal teams while continuously identifying opportunities for improvement.

Key Responsibilities:

• Team Leadership & Management
• Team Support: Supervise and provide guidance to team members handling customer communication, relationship management, onboarding, and data management tasks, ensuring they meet quality and productivity standards.
• Performance Management: Monitor and assess individual and team performance, delivering regular feedback, coaching, and training to address areas for improvement while empowering team members to meet and exceed expectations.
• Workload Management: Assign and prioritize tasks to ensure team members meet deadlines and maintain efficiency in handling customer inquiries, onboarding, and operations.
• Mentorship: Serve as a mentor and resource for team members, fostering their professional growth and development.
• Training & Development: Provide training and development opportunities to enhance team skills in communication, task management, and problem-solving.
• Issue Resolution: Act as the first point of escalation for complex customer or compliance issues, providing guidance and ensuring prompt resolution & customer satisfaction.
• Customer Communication Oversight Ensure team members handle inbound and outbound calls, email correspondence, and customer inquiries with professionalism and efficiency, maintaining high service standards.
• Monitor the team’s progress on onboarding tasks and proactively address bottlenecks to meet timelines.
• Promote and reinforce best practices for building and maintaining strong, positive relationships with customers, fostering trust and loyalty.
• Review customer communication records to ensure accuracy, consistency, and adherence to company standards.
• Monitor customer feedback and satisfaction levels, proactively addressing concerns and ensuring a positive experience.
• Operational Excellence & Compliance Enforce adherence to established workflows and procedures for data validation, document review, and regulatory checks.
• Maintain organized and accurate records to support internal and external audits.
• Ensure the team remains compliant with industry standards and legal regulations during all phases of onboarding and customer engagement.
• Oversees the team’s management of critical tasks, ensuring deadlines are consistently met and proactively addressing potential delays or roadblocks.
• Identify inefficiencies in task management processes and implement improvements to enhance team productivity and effectiveness
• Facilitate cross-functional collaboration with internal departments such as operations, sales, and account management to ensure customer needs are met and prioritized.
• Communicate effectively with leadership to provide updates on team performance, challenges, and opportunities for improvement.
• Data and Document Oversight Supervise the review and validation of customer information to ensure data accuracy, consistency, and compliance with regulatory guidelines.
• Ensure team members analyze and verify customer-submitted documents for completeness and compliance before onboarding records are activated.
• Support the creation and maintenance of onboarding records and ensure the readiness of customer accounts for activation.
• Oversee accurate documentation of customer interactions, updates, and task progress in internal systems, ensuring transparency and reliable reporting.

Education and Experience Requirements:

• Bachelor's degree in business administration, operations management, customer service, or a related field, or equivalent experience required.
• 3+ years of experience in customer onboarding, account setup, customer operations, data management, or a related field required.
• Less than 2 years of experience in a management capacity preferred.
• Certification in customer experience customer service management, or equivalent preferred.

Ce qu’Cencora offre

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.

Affiliated Companies

CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

Egalité 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, au 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.

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.