Client Performance Representative

Cencora Limited

102d • $37,900 - $54,120

About The Position

Individuals within the Associate Support role interact with internal customers to provide and process information in response to inquiries, concerns and requests about products and services. They deal directly with internal customers by telephone and electronically. They respond promptly to all associate inquiries. Associate Support members respond to requests for support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems. On an ongoing basis, they work to improve associate support processes and practices. These individuals also obtain and evaluate all relevant information to handle product and service inquiries. They may provide pricing and delivery information and process orders, forms, and requests.

Requirements

• Associate's degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
• Typically has 1-3 years of relevant technical or business work experience
• Demonstrated working knowledge of basic hardware and software products and problem solving/diagnostic skills
• Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology
• Demonstrated ability to learn customer support processes and techniques
• Good analytical skills
• Ability to solve problems
• Strong commitment to superior customer service
• Motivated to collaboratively work in a team environment
• Thrives in a fast paced, sometimes demanding role
• Exhibits strong oral and written communication skills

Responsibilities

• Interacts with internal or external customers to provide and process information in response to inquiries, concerns and requests about products and services or other support needed
• Provides Level 1 support to incoming internal/external requests consisting of shipment support, platform management, additional customer consulting, etc.
• First point of contact for day-to-day customer support needs via phone and email
• Assess, appropriately triages, and escalates tickets when appropriate
• Documents incident status and resolution utilizing SalesForce
• Responds to and establishes communications and confirmations with incident reporting parties
• Assists customer with recovery issues
• Assists with identifying recurring incidents and notifies team members/leaders
• Creates and updates documented resolution, job aids, or SOPs to team SharePoint site
• Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity
• Provides excellent customer service to prioritize a positive customer experience

Benefits

• Medical, dental, and vision care
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Opportunities to participate in mentorship programs
• Employee resource groups
• Volunteer activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Associate degree