Customer Service Supervisor – Health & Logistics

MWI Animal Health; Idaho; On-site; USD 60,000 - 90,000; Full time

Job summary

Cencora is seeking a full-time operations supervisor to oversee daily customer service workflows across phone, email, chat, and case management, ensuring fast response times and high quality interactions. You will drive escalations to resolution and coordinate staffing and coaching to meet service levels.

The role requires 3+ years in customer service operations and at least 2 years in a management capacity, with a strong emphasis on process improvement and cross-functional collaboration.

Qualifications

• 3+ years of experience in customer service operations, contact center supervision, order management, or a related field.
• At least 2 years of experience in a management capacity preferred.

Responsibilities

• Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.
• Leads resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines.
• Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels.
• Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions.
• Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment.
• Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements.
• Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness.

Skills

Customer service operations

Contact center supervision

Order management

Operations experience

Education

Bachelor's degree in business administration / operations management / supply chain / communications

ITIL 4 / Six Sigma / PMP / PRINCE2 certifications

Job description

Cencora is seeking a full-time operations supervisor to oversee daily customer service workflows across phone, email, chat, and case management, ensuring fast response times and high quality interactions. You will drive escalations to resolution and coordinate staffing and coaching to meet service levels.

The role requires 3+ years in customer service operations and at least 2 years in a management capacity, with a strong emphasis on process improvement and cross-functional collaboration.