Job Details

This role is in support of Cencora's distribution services in the US operating through our AmerisourceBergen business.

Summary of Role:

Shift Details: 8am-5pm MST

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

Responsibilities:

• Maintains a personal work queue by prioritizing customer inquiries, cases, transactions, or service requests to meet service-level and quality targets.

• Resolves routine and selected non-routine customer issues by applying established policies, procedures, knowledge articles, and system workflows.

• Reviews customer, order, account, or case information to validate completeness, identify discrepancies, and correct or route issues with clear supporting notes.

• Communicates with customers and internal partners to obtain missing information, provide status updates, confirm next steps, and complete accurate handoffs.

• Records case actions, outcomes, and required documentation in designated systems to support audit readiness, service continuity, and reporting accuracy.

• Uses standard reports, checklists, and data points to identify recurring errors or service gaps and implements minor process or template improvements within approved guidelines.

• Escalates atypical, high-risk, or complex issues with a clear summary of the problem, actions taken, and recommended next steps.

Education:

High School Diploma/GED or equivalent experience required.

Skills and Knowledge:

• 2+ years of experience in customer service, customer support, contact center operations, help desk support, order or case management, or a related operational support field required.

• Certification in customer service, IT service management, contact center operations, or healthcare administration preferred.

Schedule

Affiliated Companies

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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned