Customer Service Supervisor

Responsibilities

• Serve as coverage backup in queues as needed, to include cases, phones, and where applicable, assist with support of afterhours emergency on call line on a rotating basis.
• Assist with audit data requests and attend meetings/trainings as scheduled.
• Identify and implement enhancements to current processes leveraging best practices, including submission of change requests for training document updates.
• Ensure changes to current processes are not implemented prior to training document updates or approval from customer care leadership.
• Capability of navigation within the Document Management System to serve as training document coach for staff members and ensure all trainings, both corporate and local, are completed by due date.
• Attend assigned new launch trainings and ask questions as needed to fully understand the requirements of the program.
• Ensure the team also has an accurate understanding of the requirements of launch.
• Lead candidate interviews for open positions and coordinate associate onboarding to ensure accurate information is given during new associate nesting/side-by-side training.
• Understand critical success measures, such as service level and accuracy, and the impact of operational changes can impose upon these measures.
• Document, monitor, and evaluate performance and activity for each staff member against critical success measures to identify patterns and provide feedback on behavioral and/or performance issues, to include coaching, motivation, and corrective action.
• Track associate hours worked/PTO in time-keeping system, including attendance occurrence and schedule adherence tracking to ensure proper coverage. Also ensure breaks/lunches of lead team are coordinated to maintain proper lead coverage.
• Develop method for recording professional career goals of associates and document progress and actions taken to support those goals.
• Review performance and activity metrics with each associate in a monthly meeting and complete/deliver annual review for each associate, including determination of suggested merit, based on annual scores for associates.
• Comply with all appropriate policies, procedures, safety rules, and regulations, and supports department compliance with the same, including knowledge of Quality Policy and Mission/Vision statement.
• Perform related duties as assigned, to include working extended hours based on business needs.
• .
• Education:
• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate degree program, technical vocational training or equivalent combination of experience and education.

Requirements

• Normally requires two (2) to four (4) years directly related and progressively responsible experience.
• One (1) to three (3) years supervisory experience preferred.
• Experience with AS400 (ERP), Salesforce (CRM), and Pilgrim (DMS) preferred.
• Understanding of complex ERP transactions and how they impact order fulfillment and other departments.
• Skills and Knowledge:
• Strong interpersonal skills, including ability to show empathy, patience, and attentiveness.
• Strong leadership skills
• Strong communication skills within a customer's preferred method of communication, to include use of positive language and active listening.
• Good presentation skills
• Good decision-making and analytical skills
• Ability to resolve customer issues quickly and creatively
• Goal-oriented and willing to learn
• Professional etiquett

Benefits

Additional Information

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! Job Details

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