Veterinary Customer Experience Supervisor

ALLYDVM INC.; Idaho; Hybrid; USD 55,000 - 90,000; Full time

Job summary

Cencora is seeking a Supervisor in its customer service operations to manage daily queue activities across phone, email, chat, and case workflows. The role focuses on preserving response times, accuracy, and customer experience standards while directing escalation resolution and staffing plans.

The position requires 3+ years in customer service operations with at least 2 years in a management role, and certifications in ITIL, Lean Six Sigma, COPC, PMP, or PRINCE2 are preferred.

Qualifications

• 3+ years of experience in customer service operations, contact center supervision, or a related field.
• At least 2 years of experience in a management capacity preferred.

Responsibilities

• Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.
• Leads resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines.
• Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels.
• Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions.
• Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment.
• Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements.
• Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness.

Skills

Customer service operations

Contact center supervision

Order management

Education

ITIL certification

Lean Six Sigma Green Belt

COPC Certified Professional Manager

PMP

PRINCE2 Practitioner

Job description

Cencora is seeking a Supervisor in its customer service operations to manage daily queue activities across phone, email, chat, and case workflows. The role focuses on preserving response times, accuracy, and customer experience standards while directing escalation resolution and staffing plans.

The position requires 3+ years in customer service operations with at least 2 years in a management role, and certifications in ITIL, Lean Six Sigma, COPC, PMP, or PRINCE2 are preferred.