Supervisor, Customer Onboarding

Cencora; Maharashtra; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Cencora in India (Maharashtra) seeks a customer operations leader to manage the CS team, ensuring smooth onboarding, account setup, and data integrity. You will oversee daily workflows, train staff on guidelines, and drive process improvements.

The role requires a Bachelor's degree and 3+ years in customer onboarding or related fields; management experience preferred. This is a full-time role with growth opportunities in a global health services company.

Qualifications

• Able to follow procedures & instructions.
• Able to take on projects at the request of management.
• Able to provide relevant information on request.
• Good communication skills – verbally & written.

Responsibilities

• Oversee daily running of the CS team to ensure staff are productive and calls are handled appropriately.
• Ensure customers receive the highest level of customer service and departmental standards remain high.
• Observe and evaluate team performance; support CS staff and Team Leaders.
• Ensure staff are trained on new guidelines/SOPs and technological changes.
• Conduct regular CS meetings to discuss department operations and needs.
• Identify areas for change and implement improvements as needed.
• Lead recruitment and training of new personnel for the department.
• Hold regular feedback sessions to evaluate staff performance.
• Conduct annual appraisals with all staff.

Skills

Communication skills

Procedures adherence

Project handling

Information provision

Education

Bachelor's degree in business administration, operations management, customer service, or related field

Certification in customer experience/customer service management or equivalent

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

Principal Duties & Responsibilities

• Responsibility for the daily running of the CS team i.e. to ensure that personnel are working to their full potential, that work is evenly distributed among staff, to ensure the systems are being utilised correctly and to the maximum, to ensure that calls and customers are being dealt with appropriately.
• To ensure that all customers receive the highest level of customer service and departmental standards remain high.
• Observe and evaluate the team’s performance and offer assistance/ support to All CS staff and Team leaders.
• Ensure all members of staff are up to date and fully trained on all new guidelines / SOP’s and technological changes.
• Conduct regular CS meetings to discuss the general running of the department.
• Identify areas where change may be required and implement the change if appropriate.
• Responsible for recruitment and Training of all new Personnel to the department.
• Ensure that regular individual Feedback sessions are carried out to evaluate performance of all Team members.
• Hold regular meetings with CS Team leaders to ensure continued staff development.
• Conduct and document annual Appraisals with all staff.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Candidate Requirements – Essential Criteria

Knowledge & Skills:

• Able to follow procedures & instructions
• Able to take on projects at the request of management
• Able to provide relevant information on request
• Good communication skills – verbally & written

Personal Attributes And Disposition

• Ability to work as part of a team and independently
• Have excellent interpersonal skills
• Self motivated
• Remains Calm under pressure
• Flexible attitude – for working shifts and last minute coverage
• High attention to detail
• Uses own initiative
• Able to prioritise workload
• Friendly & polite
• Dependable, reliable and trustworthy

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.

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 [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned