Customer Service Representative II

Cencora•Carrollton, TX

3d•Onsite

About The Position

This role is in support of Cencora’s third‑party logistics service in the US operating through our ICS business. The Customer Service Representative II is responsible for ensuring customer satisfaction by providing Cencora customers with courteous, professional and efficient service at all times. This position operates under moderate supervision.

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

Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution
Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls
Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly
Processes all phone, fax, mail, e-mail, dropship and verbal orders from customers
Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor or Manager in a courteous manner
Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested
Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, prices and availability, and changes in stock number
Communicates with all departments within the Distribution Center as well as field sales associates
Serves as liaison between customers and field sales associates
Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations
Complies with all appropriate policies, procedures, safety rules and regulations
Performs related duties as assigned.