Customer Solutions & Support Representative - Veterinary

MWI Animal Health; Raleigh (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

Cencora is seeking a customer service professional to support AmerisourceBergen distribution services in the US. The role emphasizes managing inquiries, resolving standard issues, and maintaining accurate case records to ensure service quality.

The position requires at least 2 years in customer service or related fields and may prefer certifications in IT service management or healthcare administration. Commitment to an inclusive workplace and standard operating procedures is expected.

Qualifications

• 2+ years of experience in customer service or related field.
• Certification in customer service, IT service management, or healthcare administration preferred.

Responsibilities

• Maintains a personal work queue by prioritizing customer inquiries, cases, transactions, or service requests to meet targets.
• Resolves routine and selected non-routine issues using established policies and workflows.
• Reviews information to validate completeness and route issues with clear notes.
• Communicates with customers and internal partners for missing info and status updates.
• Records actions and outcomes in designated systems to support audit readiness.
• Uses reports and checklists to identify gaps and implement minor improvements within guidelines.
• Escalates atypical, high-risk, or complex issues with a clear summary and next steps.

Skills

Customer service

Customer support

Help desk

Order management

Case management

Education

High School Diploma/GED

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.

Job Details

This role is in support of Cencora's distribution services in the US operating through our AmerisourceBergen business.

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

• Maintains a personal work queue by prioritizing customer inquiries, cases, transactions, or service requests to meet service-level and quality targets.
• Resolves routine and selected non-routine customer issues by applying established policies, procedures, knowledge articles, and system workflows.
• Reviews customer, order, account, or case information to validate completeness, identify discrepancies, and correct or route issues with clear supporting notes.
• Communicates with customers and internal partners to obtain missing information, provide status updates, confirm next steps, and complete accurate handoffs.
• Records case actions, outcomes, and required documentation in designated systems to support audit readiness, service continuity, and reporting accuracy.
• Uses standard reports, checklists, and data points to identify recurring errors or service gaps and implements minor process or template improvements within approved guidelines.
• Escalates atypical, high-risk, or complex issues with a clear summary of the problem, actions taken, and recommended next steps.

Education

High School Diploma/GED or equivalent experience required.

Skills And Knowledge

• 2+ years of experience in customer service, customer support, contact center operations, help desk support, order or case management, or a related operational support field required.
• Certification in customer service, IT service management, contact center operations, or healthcare administration preferred.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses 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. To encourage your personal growth, we also offer a variety of 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

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

Full time

Affiliated Companies

Affiliated Companies: ALLYDVM INC.