Rep II - Intl Customer Service
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. Apply today!
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.
Responsibilities
- Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
- Supports complex issue resolution and first-line escalations by assessing options within policy, deciding next steps, and capturing evidence.
- Maintains complete, accurate, and compliant documentation, logs, and reconciliations to ensure audit readiness and traceability.
- Partners with operations, IT, and logistics counterparts to resolve service interruptions and align changes with SOPs and service KPIs.
- Contributes manager-ready status updates by summarizing exceptions, outlining options, and recommending a preferred path with KPI impacts.
- Coordinates cross-training coverage, knowledge article usage, and day-of assignment shifts to sustain service levels during peaks and absences.