Veterinary Customer Service Leader

MWI Buying Group; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Cencora is seeking a supervisor for its customer service operations in the US. The role oversees queue management across phone, email, chat, and case workflows to ensure quick, accurate responses and strong customer experience. You will lead escalations, staffing, and real-time adjustments to meet service levels.

Minimum 3+ years in related roles and 2+ years in management are preferred. Bachelor’s degree required; ITIL/lean certifications are a plus.

Qualifications

• 3+ years of experience in customer service operations, contact center supervision, order management, 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

Bachelor's degree in business-related field

Job description

Cencora is seeking a supervisor for its customer service operations in the US. The role oversees queue management across phone, email, chat, and case workflows to ensure quick, accurate responses and strong customer experience. You will lead escalations, staffing, and real-time adjustments to meet service levels.

Minimum 3+ years in related roles and 2+ years in management are preferred. Bachelor’s degree required; ITIL/lean certifications are a plus.