Hybrid Customer Service Operations Coordinator II

myhrabc; Cary (NC); Híbrido; USD 55 000 - 75 000; Tempo integral

Resumo da oferta

Cencora in Cary, NC seeks a role coordinating day-of customer service operations across channels to meet throughput, service level, and quality targets. You will support complex triage and first-line escalations, prepare manager-ready summaries, and ensure audit-ready records.

This role partners with cross-functional teams, maintains documentation, and contributes to continuous improvement by identifying recurring errors and updating templates.

Qualificações

• Bachelor's degree in business administration, procurement, operations, customer operations, communications, or a related field, or equivalent experience.
• Less than 2 years of experience in account onboarding, procurement, service workflow coordination, or a related field required.
• PMP or equivalent certification preferred.

Responsabilidades

• 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.

Conhecimentos

Strategic thinking

Execution

Attention to detail

Business savvy

Tech savvy

Issue structuring

Multitasking

Independent

Presentation skills

Verbal communication

Written communication

Stakeholder management

Computer literacy

Accuracy

Formação académica

Bachelor's degree in business administration or related field

PMP certification preferred

Descrição da oferta de emprego

Cencora in Cary, NC seeks a role coordinating day-of customer service operations across channels to meet throughput, service level, and quality targets. You will support complex triage and first-line escalations, prepare manager-ready summaries, and ensure audit-ready records.

This role partners with cross-functional teams, maintains documentation, and contributes to continuous improvement by identifying recurring errors and updating templates.