Customer Operations Specialist

Cencora

1d

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 We’re looking for a data-driven and customer-focused Customer Operations Specialist to join Cencora. In this role, you'll work at the intersection of customer support, sales enablement, and digital experience – ensuring a seamless and best-in-class experience for Cencora customers. This role will be instrumental in identifying experience gaps, improving operational workflows, and using web and behavioral analytics to drive strategic enhancements to the customer journey.

Requirements

• Bachelor’s degree in Business, eCommerce, Marketing, or a related field, or equivalent work experience
• 3-5 years of experience in customer service, operations, or digital analytics within an eCommerce or marketplace environment
• Proficiency with customer service platforms, CRM systems, and Content Management System platforms
• Strong skills in web and behavioral analytics using tools such as Google Analytics
• Excellent communication skills with a customer-first and solution-oriented mindset
• Experience working with cross-functional teams in a fast-paced environment

Nice To Haves

• Experience working in a multi-vendor or third-party marketplace (e.g., Amazon Marketplace, Etsy, Walmart.com) preferred

Responsibilities

• Customer Experience: Serve as a primary point of contact for customer-related inquiries, handling access requests, order issues, feedback, and process clarifications
• Monitor customer satisfaction (CSAT), NPS, and other CX metrics, and identify pain points and opportunities for improvement
• Collaborate with Product, UX, and Marketing teams to continuously optimize the customer experience across the ordering platform(s)
• Champion the voice of the customer by synthesizing insights from support interactions, surveys, and reviews
• Marketplace Operations: Assist with troubleshooting order issues, delivery delays, and returns/refunds and ensure sellers are meeting performance and service standards.
• Present actionable insights to Account Management and Seller Operations
• Handle the day-to-day execution of online content/merchandising that supports strategic initiatives, sales and marketing campaigns, and digital product development
• Build training, documentation, and response playbooks that can be used to support Global Customer Service team members
• Analytics & Continuous Improvement: Use tools like Google Analytics, Fullstory, or similar to track user behavior, site flows, and friction points
• Track and measure on customer success KPIs -- adoption, utilization, customer value, retention, growth, efficiency
• Support A/B testing and customer journey mapping initiatives
• Assists with testing and quality assurance checks of web and app projects including new design implementation, functionality, and content

Benefits

• We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day.
• 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: Mid Level