Station Customer Service Lead

Cencora, Inc.; Kearny (NJ); Sur place; USD 52 000 - 82 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision care

Backup dependent care

Adoption assistance

Infertility coverage

Family building support

Behavioral health solutions

Paid parental leave

Résumé du poste

Cencora is seeking a Senior Coordinator for Customer Service Operations to join our on-site team in New Jersey. The role focuses on ensuring accurate shipment data, monitoring milestones, and rapid issue resolution to support end-to-end shipment ownership.

The position requires 3+ years in customer service operations and a willingness to work on-site five days per week, with reporting to the Senior Manager, Customer Service Operations. Certification in ITIL or related programs is a plus.

Qualifications

• 3+ years of experience in customer service operations, international coordination, order management, or a related field.
• High School Diploma/GED or equivalent experience required.
• Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or related certification preferred.

Responsabilités

• Shipment Execution, Coordination & Quality Compliance – manage assigned shipments through completion and ensure accuracy of details, routing, documentation, and service needs.
• Active Monitoring & Escalation – monitor milestones, reports, dashboards, and exception queues; identify delays or risks and communicate updates.
• Issue Resolution & Continuous Improvement – participate in daily stand-up meetings, support root-cause analysis, corrective actions, and KPI improvements.

Formation

High School Diploma/GED or equivalent experience

ITIL 4 Foundation ( Nice to have )

Outils

COPC Customer Experience Practitioner

Description du poste

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.

Job Details

Shift details: Monday through Friday 8:00am - 5:00pm EST Station Customer Service Lead Customer Operations & Service, Customer Service Operations, S3 Senior Coordinator, Customer Service (200266)

Job Profile Summary

Ensures shipment data is accurate, monitors key milestones, identifies risks, and supports issue resolution. The representative will sit with Operations to support a close working relationship, faster communication, and stronger end-to-end shipment of ownership. This is an office-based position that requires on-site attendance five days per week. The role reports directly to the Senior Manager, Customer Service Operations.

Key Responsibilities

Shipment Execution, Coordination & Quality Compliance – 50% Manage assigned shipments through completion. Confirm that shipment details, service needs, routing, and required documentation are accurate and complete. Follow operational procedures, quality standards, and compliance requirements to support safe, timely, and reliable service.

Active Monitoring & Escalation – 30% Monitor shipment milestones, reports, dashboards, and exception queues. Identify delays, missing information, service risks, or customer-impacting events. Take action, communicate updates, and escalate unresolved issues through the right channels.

Issue Resolution & Continuous Improvement – 20% Attend daily stand-up meetings to review priorities, shipment risks, open issues, and follow-up actions. Support root cause review, recovery plans, corrective actions, and KPI improvement, including pickup vs. delivery performance. Help improve planning, reduce rework, standardize processes, and close action items on time.

Job Description

Execute standard workflows from job entry through shipment completion. Validate shipment details, service needs, routing, documentation, and readiness. Monitor milestones and exceptions to reduce service risk. Work closely with Operations, including Agents, Customer Service, stations, and support teams to resolve issues. Maintain accurate records in systems, reports, dashboards, and action trackers. Share clear escalation details, including impact, actions taken, and next steps. Support KPI reviews, including pickup vs. delivery performance, corrective actions, improved planning, and reduced rework. Participate in Teir meetings, provide updates on applicable metrics, and ensure actions are completed on time. Work on-site five days per week and sit with Operations to support close daily coordination.

Education

High School Diploma/GED or equivalent experience required.

Required experience

3+ years of experience in customer service operations, international coordination, order management, or a related field required.

Nice to have

Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or related certification 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.

• medical, dental, and vision care
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• training programs
• professional development resources
• opportunities to participate in mentorship programs
• employee resource groups
• volunteer activities

Full time Salary Range* $52,000 - 81,620 *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 than the maximum salary range.

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.

Affiliated Companies

World Courier Management Ltd.

Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.