Customer Service Supervisor - Veterinary

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Family support

Training programs

Job summary

Cencora, parent of MWI Animal Health, is seeking a customer service operations supervisor to oversee queue management across phone, email, chat and case workflows for veterinary and livestock solutions.

The role leads escalations, staffing plans, timekeeping, coaching, and process improvements, coordinating with IT, logistics and commercial teams to maintain coverage, timely resolutions, and program readiness. Bachelor's degree and ITIL/Lean Six Sigma certifications preferred.

Qualifications

• 3+ years of experience in customer service operations, contact center supervision, order management, or 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

Team supervision

Escalation management

Process improvement

Education

Bachelor's degree in business administration, operations management, supply chain, communications, or related field

ITIL 4 Managing Professional / Foundation, Lean Six Sigma Green Belt, COPC, PMP, PRINCE2 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

This role is in support of Cencora’s veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, serving animal health markets globally.

Summary Of Role

Shift Details: 8am-5pm MST

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

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.

Education

• Bachelor's degree in business administration, operations management, supply chain, communications, or a related field preferred.
• Certification in ITIL 4 Managing Professional (or ITIL 4 Foundation), Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner or equivalent certification preferred.

Skills And Knowledge

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

What Cencora offers

• medical, dental, and vision care
• support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave
• training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more
• For details, visit https://www.virtualfairhub.com/cencora

Full time

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

Affiliated Companies

Affiliated Companies: ALLYDVM INC.