Customer Solutions Analyst & SME, Product Liaison

Cencora, Inc.; Wisconsin; Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

backup dependent care

adoption assistance

infertility coverage

family building support

behavioral health solutions

paid parental leave

paid caregiver leave

Job summary

Cencora is seeking a customer operations professional to resolve inquiries, review requests, and log case details in our trusted systems. You will monitor queues, coordinate with internal teams, and ensure timely, accurate resolutions that align with service standards.

You will work with Product, Operations, and Development to optimize processes, become an SME for backend Cencora Benefits eServices, and support client projects and training initiatives.

Qualifications

• Bachelor's degree in business, communications, operations management, health care management, mathematics, or a related field, or equivalent experience required.
• 2+ years of experience in customer support, customer operations, electronic health record applications, or related field required.
• Certification in quality management, project management, or process improvement preferred.

Responsibilities

• Resolves customer inquiries, requests, and account-related issues using approved procedures and knowledge resources.
• Reviews customer requests and supporting documentation for completeness, and records case details, actions taken, and resolution outcomes in designated systems to maintain accurate, audit-ready records.
• Monitors assigned work queues, tickets, and transaction volumes, and executes production tasks on schedule to meet service and quality standards.
• Coordinates follow-up with internal teams, serves as liaison between Operations and Development on systems design, modifications, and troubleshooting, and escalates non-standard issues through defined paths.
• Partners with Product, Operations, and Development teams to align support activities with customer experience objectives.
• Serves as a subject matter expert (SME) for Product and Customer Success on backend processes and Cencora Benefits eServices capabilities.
• Develops and manages customer monitoring plans to establish baseline trends and action plans for variances.
• Identifies recurring issues, documentation gaps, and process delays, and recommends solutions and standard procedures that streamline the build process and improve the customer experience.
• Maintains job aids, templates, and reference materials as directed to support consistent service delivery.
• Completes client-specific projects with consistent quality, value, and timeliness.
• Completes technical training to support continued growth within Customer & Quality Services.

Education

Bachelor's degree in business, communications, operations management, health care management, mathematics, or related field

Job description

Cencora is seeking a customer operations professional to resolve inquiries, review requests, and log case details in our trusted systems. You will monitor queues, coordinate with internal teams, and ensure timely, accurate resolutions that align with service standards.

You will work with Product, Operations, and Development to optimize processes, become an SME for backend Cencora Benefits eServices, and support client projects and training initiatives.