Veterinary Customer Service Leader | Ops & Escalations

Cencora, Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Cencora, Inc. is seeking a customer service operations supervisor to oversee daily queue management across phone, email, chat, and case workflows, ensuring fast response times and high-quality customer experiences.

You will lead escalations, coordinate staffing and scheduling, and drive coaching and performance reviews to strengthen the team. A Bachelor’s degree and management experience are preferred.

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.
• Bachelor’s degree in business administration, operations management, supply chain, communications, or related field 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

Call center supervision

Order management

Team leadership

Education

Bachelor’s degree in business administration or related field

ITIL 4 / Lean Six Sigma / COPC / PRINCE2 certifications preferred

Job description

Cencora, Inc. is seeking a customer service operations supervisor to oversee daily queue management across phone, email, chat, and case workflows, ensuring fast response times and high-quality customer experiences.

You will lead escalations, coordinate staffing and scheduling, and drive coaching and performance reviews to strengthen the team. A Bachelor’s degree and management experience are preferred.