Customer Engagement Manager - Animal Health

Cencora

21h • $74,000 - $105,820 • Remote

About The Position

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 This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally. The Customer Engagement Manager leads a fully remote team of Customer Engagement Representatives (CERs) whose primary focus is delivering a high‑quality, consistent, and supportive customer experience enabling prioritized commercial outcomes such as attainment, market share, customer satisfaction and customer adoption of new products and services. This team functions as the frontline resource for customers—resolving issues, providing expertise, supporting product needs, and ensuring a smooth, positive journey with every interaction as well as contributing to sales through a consultative approach. The Customer Engagement Manager provides strong virtual leadership, coaching, and operational oversight to elevate customer‑experience outcomes, streamline support workflows, and ensure CERs feel confident and empowered in every customer interaction.

Requirements

• Advanced understanding of customer support workflows, remote team management, and consultative service practices to drive consistent execution, team performance, and alignment across multiple work areas.
• 5+ years of directly related or relevant experience, including 2+ years of customer support, customer experience, service‑oriented, or people‑leadership experience; remote or hybrid team leadership preferred.
• BS/BA in a related discipline or equivalent related experience; professional certification may be preferred or required.
• Advanced knowledge of call center leadership, Microsoft Office, and digital communication/collaboration tools required for effective remote leadership.
• Customer Experience Excellence: Ensure CERs provide clear, timely, empathetic, high-quality support across all interactions; continually refine support practices to elevate the end-to-end customer journey.
• Evaluate Effectiveness: Analyzes customer‑experience data, support metrics, sales data and team feedback to identify opportunities for continuous improvement, efficiencies and service delivery.
• Orient and Train: Executes virtual onboarding that emphasizes customer‑experience expectations and fundamentals, communication standards, issues resolution and customer focused consultative selling.
• Demonstrate Interpersonal Skills: Communicates clearly, professionally, and empathetically across digital channels to support high quality customer experience and effective remote teamwork.
• Facilitate Meetings: Leads virtual meetings that focus on understanding customer needs, enhancing customer journey, and aligning goals.
• Foster Open Dialogue: Creates a transparent, supportive environment where remote CERs feel empowered to share customer feedback, raise concerns, and collaborate on improvements.
• Build Effective Teams: Strengthens cohesion and collaboration across a geographically dispersed team by promoting shared ownership of customer‑experience priorities and aligned objectives.
• Build and Sustain Relationships: Develops trust with remote employees, cross‑functional partners, and customers through consistent communication, visibility, and dependable follow-through.
• Build a Sales System Through Experience: Integrates consultative, experience‑led selling into customer interactions—leveraging customer insights to recommend relevant products and solutions.

Responsibilities

• Lead, coach, and develop remote CERs to deliver a consistently exceptional customer support experience, supported by effective consultative upselling and cross-selling recommendations aligned to customer needs.
• Monitor support quality, productivity, SLA attainment, and sales/experience outcomes: maintain team reporting and action plans.
• Plan and facilitate weekly virtual team meetings focused on customer support excellence, journey consistency, communication updates and experience driven selling.
• Partner with Sr Leaders and Regional Directors to cultivate a remote team culture centered on customer‑experience excellence and aligned organizational priorities and coordination of virtual collaboration with Territory managers.
• Oversee workforce management within team to meet SLAs and budget targets, forecasting coverage needs, directing remote schedules, including work hours, work breaks, and PTO planning.
• Recruit, hire, onboard, and mentor CERs with an emphasis on customer support experience competencies such as empathy, problem solving, accuracy and follow through and integrating consultative selling skills appropriately.
• Implement inbound support engagement strategies that strengthen the customer journey, ensure timely and accurate issue resolution, and maintain consistency across remote touchpoints while identifying relevant, training opportunities.
• Implement outbound engagement programs rooted in proactive support followed by relevant, needs-based product or solution recommendations when appropriate.
• Handle customer escalations efficiently and professionally, ensuring quick resolution, clear communication and alignment with internal partners and cross‑functional teams to prevent reoccurring issues.
• Identify customer support and experience gaps and partner with Leadership and Learning & Development to deliver accessible, high‑impact virtual training and development programs that strengthen support excellence and consultative sales confidence.
• Drive operating discipline to continuously improve the customer experience: Ensure adherence to standard work, documentation, and escalation paths; identify recurring issues and partner cross-functionally for permanent fixes.
• Coordinate remote training with vendor partners so CERs can confidently support customer needs and provide informed, customer‑aligned recommendations.
• Travel occasionally to designated locations for leadership development, alignment, and collaboration.

Benefits

• In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager