Senior Vet Solutions & Customer Support Specialist

MWI Animal Health; Illinois; On-site; USD 43,000 - 79,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision care

Parental leave

Adoption assistance

Employee development

Mentorship programs

Job summary

Cencora is seeking a candidate to support its US distribution services, with a standard 8am-5pm shift. The role focuses on coordinating customer systems support, resolving complex cases, and maintaining audit-ready records to ensure service quality.

Responsibilities include analyzing recurring issues, updating workflows, and ensuring continuity during volume changes, with an emphasis on accurate documentation and effective cross-team collaboration.

Qualifications

• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field.
• Certification in IT service management, customer support, CRM systems, process improvement, or equivalent preferred.

Responsibilities

• Coordinates daily customer systems support activities, including work assignment balancing, queue monitoring, and issue follow up, to maintain service levels and operational quality.
• Resolves complex customer systems support cases and recurring process issues within defined authority, and documents or escalates issues with supporting evidence when needed.
• Owns the preparation, accuracy, and completeness of support records, logs, reconciliations, and case documentation to maintain audit readiness and control compliance.
• Analyzes recurring errors, cycle time delays, and service exceptions using available data and operational trends, and implements approved corrective actions to prevent recurrence.
• Translates changes in policy, procedures, system functionality, or business requirements into updated workflows, templates, job aids, and team guidance.
• Supports continuity of operations by directing cross training, adjusting work sequencing during volume spikes or absences, and helping maintain coverage across adjacent support processes.
• Prepares concise status summaries, exception reports, and recommended actions for management, including operational impacts, risks, and service implications.

Job description

Cencora is seeking a candidate to support its US distribution services, with a standard 8am-5pm shift. The role focuses on coordinating customer systems support, resolving complex cases, and maintaining audit-ready records to ensure service quality.

Responsibilities include analyzing recurring issues, updating workflows, and ensuring continuity during volume changes, with an emphasis on accurate documentation and effective cross-team collaboration.