Customer Service Supervisor - Veterinary & Animal Health

Cencora, Inc.; Idaho; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision care

Backup dependent care

Adoption assistance

Infertility coverage

Family building support

Behavioral health solutions

Paid parental leave

Paid caregiver leave

Job summary

Cencora, Inc. is seeking a customer service operations supervisor to oversee queue management across phone, email, chat, and case workflows, ensuring timely, accurate responses and high customer satisfaction.

The role includes resolving escalations, staffing oversight, and coaching teams to deliver service levels. You will work with IT, logistics, and commercial partners to prevent interruptions and ensure readiness for launches and program rollouts.

Qualifications

• Minimum 3+ years in customer service operations or related field.
• At least 2 years in a management capacity preferred.
• Bachelor's degree preferred in business administration, operations, supply chain, or related field.

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

Management experience

Education

Bachelor's degree in business administration or related field

ITIL 4 Foundation or equivalent certification (preferred)

Lean Six Sigma or COPC certification (preferred)

Job description

Cencora, Inc. is seeking a customer service operations supervisor to oversee queue management across phone, email, chat, and case workflows, ensuring timely, accurate responses and high customer satisfaction.

The role includes resolving escalations, staffing oversight, and coaching teams to deliver service levels. You will work with IT, logistics, and commercial partners to prevent interruptions and ensure readiness for launches and program rollouts.