Rep II - Intl Customer Service

myhrabc; Cary (NC); Hybrid; USD 62,000 - 98,000; Full time

Benefits offered by this job

Medical, dental, vision

Wellness benefits

Training & development

Mentorship programs

Job summary

Cencora is hiring for a Customer Operations role in a hybrid setting (3 days in office) based near Cary, NC. The role focuses on coordinating day-of customer service across channels to meet throughput, service levels, and quality targets, including escalation handling and documentation accuracy.

Requirements include a Bachelor's degree in business or related fields and less than 2 years of related experience; PMP or similar certification is preferred.

Qualifications

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

Responsibilities

• Coordinate queue health, task sequencing, and real-time rebalancing to maintain response times and accuracy goals
• Support complex issue resolution and first-line escalations by assessing options within policy
• Maintain audit-ready documentation, logs, and reconciliations
• Partner with operations, IT, and logistics to resolve service interruptions and align with SOPs and KPIs
• Contribute manager-ready status updates by summarizing exceptions and recommending paths with KPI impact
• Coordinate cross-training coverage and day-of assignment shifts to sustain service levels during peaks

Job description

Job Details

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. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Summary of role: Coordinates day-of customer service operations across channels to meet throughput, service level, and quality targets. Supports complex case triage and first-line escalations within policy thresholds while preparing concise manager-ready summaries. Maintains audit-ready records, reconciliations, and documentation accuracy by applying specialized procedures, systems, and controls. Partners with cross-functional teams to sequence work, remove blockers, and align on timelines, quality standards, and handoffs. Contributes to continuous improvement by diagnosing recurring errors, updating approved templates or checklists, and verifying impact.

Responsibilities: 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.

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.

Location: This position is a hybrid role, 3 days in office. Applicant must be located in or near Cary, NC or Hyde Park, NY.

Education

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.

Skills and knowledge

• Ability to think strategically and execute efficiently with strong attention to detail.
• Ability to balance business acumen with technology savvy.
• Ability to structure complex issues and multitask effectively. Solution oriented approach with ability to work independently and take initiative.
• Strong presentation, verbal communication, and written communication skills.
• Strong relationship building and stakeholder management skills.
• High computer literacy and ability to use common business systems effectively.
• High accuracy and strong detail orientation.

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, and financial aspects of wellness. This includes support for working families, which may inclu 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, opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Full time

Salary Range*
$62,400 - 97,900

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher