Customer Service Representative II

Cencora•Carrollton, TX

6d•Onsite

About The Position

This role is in support of Cencora’s third‑party logistics service in the US operating through our ICS business. 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!

Requirements

High School Diploma/GED or equivalent experience required.
2+ years of experience in customer service, customer support, order management, customer operations, or sales support, or a related field required.
Strong customer service skills
Strong interpersonal skills
Good decision-making skills
Good analytical skills
Ability to communicate effectively both orally and in writing
Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
Familiarity with Cencora products, services and pharmaceutical distribution operations
Strong organizational skills; attention to detail
Basic knowledge of Microsoft Word, Excel and inventory management system

Nice To Haves

Certification in HDI Customer Service Representative (HDI-CSR), CCPC Global Certified Client Service Specialist (CCSS), or equivalent preferred.

Responsibilities

Ensuring customer satisfaction by providing Cencora customers with courteous, professional and efficient service at all times.
Assisting with customer problems such as missed shipments, price adjustments and backorders; continually striving for prompt resolution.
Frequently working with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls.
Working with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly.
Processing all phone, fax, mail, e-mail, dropship and verbal orders from customers.
Providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalating customers to Customer Service Supervisor or Manager in a courteous manner.
Performing data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researching any other inquiries as requested.
Assisting customers with backorders by offering substitutions and alternatives whenever possible, contacting manufacturers for delivery information, prices and availability, and changes in stock number.
Communicating with all departments within the Distribution Center as well as field sales associates.
Serving as liaison between customers and field sales associates.
Making suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations.
Complying with all appropriate policies, procedures, safety rules and regulations.
Performing related duties as assigned.