Customer Service Representative II

About the role

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.

Responsibilities

• Coordinates day-of customer service operations across channels to meet throughput, service level, and quality targets.
• Supports complex case triage and first-line escalations within policy thresholds while preparing concise manager-ready summaries.
• Maintains audit-ready records, reconciliations, and documentation accuracy by applying specialized procedures, systems, and controls.
• Partners with cross-functional teams to sequence work, remove blockers, and align on timelines, quality standards, and handoffs.
• Contributes to continuous improvement by diagnosing recurring errors, updating approved templates or checklists, and verifying impact.
• Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
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