Hybrid Customer Operations Coordinator II

MWI Animal Health; Cary (NC); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Cencora is seeking a Customer Service Representative II in Cary, NC for a hybrid role (3 days in office). The role coordinates day-to-day customer service operations across channels to meet throughput, service level, and quality targets.

You will support complex case triage and first-line escalations, prepare concise manager-ready summaries, and maintain audit-ready records while partnering with cross-functional teams to resolve issues and improve processes.

Qualifications

• Bachelor's degree in business administration, procurement, operations, customer operations, communications, or a related field, or equivalent experience required.
• Less than 2 years of experience in account onboarding, procurement, service workflow coordination, or a related field required.
• Project Management Professional (PMP) or equivalent certification preferred.
• Strong presentation, verbal communication, and written communication skills.

Responsibilities

• Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
• Supports complex issue resolution and first-line escalations by assessing options within policy, deciding next steps, and capturing evidence.
• Maintains complete, accurate, and compliant documentation, logs, and reconciliations to ensure audit readiness and traceability.
• Partners with operations, IT, and logistics counterparts to resolve service interruptions and align changes with SOPs and service KPIs.
• Contributes manager-ready status updates by summarizing exceptions, outlining options, and recommending a preferred path with KPI impacts.
• Coordinates cross-training coverage, knowledge article usage, and day-of assignment shifts to sustain service levels during peaks and absences.

Skills

Strategic thinking

Attention to detail

Business acumen

Tech-savvy

Complex issue structuring

Independent initiative

Presentation skills

Verbal communication

Written communication

Relationship management

Stakeholder management

Computer systems literacy

Attention to accuracy

Education

Bachelor's degree in business/related field or equivalent experience

Job description

Cencora is seeking a Customer Service Representative II in Cary, NC for a hybrid role (3 days in office). The role coordinates day-to-day customer service operations across channels to meet throughput, service level, and quality targets.

You will support complex case triage and first-line escalations, prepare concise manager-ready summaries, and maintain audit-ready records while partnering with cross-functional teams to resolve issues and improve processes.