Customer Service Supervisor — Veterinary & Livestock Ops

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

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.