Customer Service Supervisor: Veterinary Health Ops

AmerisourceBergen Corporation; Northern (KY); Hybrid; USD 52,000 - 74,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Parental leave

Wellness programs

Job summary

Cencora is seeking a skilled supervisor to oversee daily customer service operations in the US, ensuring timely responses and high-quality service across channels. You will manage staffing, escalate issues, and drive improvements with IT, logistics, and business partners.

The role requires 3+ years in customer service ops and at least 2 years in a management capacity, with relevant certifications preferred. This is a full-time position supporting distribution services.

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.

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

Process improvement

Cross-functional coordination

Education

Bachelor's degree in business administration / related field

Tools

ITIL 4

Lean Six Sigma Green Belt

COPC Certified

PRINCE2 Practitioner

Job description

Cencora is seeking a skilled supervisor to oversee daily customer service operations in the US, ensuring timely responses and high-quality service across channels. You will manage staffing, escalate issues, and drive improvements with IT, logistics, and business partners.

The role requires 3+ years in customer service ops and at least 2 years in a management capacity, with relevant certifications preferred. This is a full-time position supporting distribution services.