Customer Service Representative II

Cencora•Cary, NC

16d•Hybrid

About The Position

Coordinates day-of customer service operations across channels to meet throughput, service level, and quality targets. Supports complex case triage and first-line escalations within policy thresholds while preparing concise manager-ready summaries. Maintains audit-ready records, reconciliations, and documentation accuracy by applying specialized procedures, systems, and controls. Partners with cross-functional teams to sequence work, remove blockers, and align on timelines, quality standards, and handoffs. Contributes to continuous improvement by diagnosing recurring errors, updating approved templates or checklists, and verifying impact.

Requirements

Bachelor's degree in business administration, procurement, operations, customer operations, communications, or a related field, or equivalent experience required.
Less than 2 years of experience in account onboarding, procurement, service workflow coordination, or a related field required.
Ability to think strategically and execute efficiently with strong attention to detail.
Ability to balance business acumen with technology savvy.
Ability to structure complex issues and multitask effectively.
Solution oriented approach with ability to work independently and take initiative.
Strong presentation, verbal communication, and written communication skills.
Strong relationship building and stakeholder management skills.
High computer literacy and ability to use common business systems effectively.
High accuracy and strong detail orientation.

Nice To Haves

Project Management Professional (PMP) or equivalent certification preferred.

Responsibilities

Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
Supports complex issue resolution and first-line escalations by assessing options within policy, deciding next steps, and capturing evidence.
Maintains complete, accurate, and compliant documentation, logs, and reconciliations to ensure audit readiness and traceability.
Partners with operations, IT, and logistics counterparts to resolve service interruptions and align changes with SOPs and service KPIs.
Contributes manager-ready status updates by summarizing exceptions, outlining options, and recommending a preferred path with KPI impacts.
Coordinates cross-training coverage, knowledge article usage, and day-of assignment shifts to sustain service levels during peaks and absences.