Senior Manager - Customer Service

Cencora•Carrollton, TX

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 PRIMARY DUTIES AND RESPONSIBILITIES: World Courier Inc. - Lead a team focused on technical support in the areas of documentation review, all aspects of regulatory review and compliance, training, and performance optimization for World Courier operational and customer service departments. Provide technical support for customer service and operations. Create issue resolutions by reviewing customer service and operational issues as they relate to Standard Operating Procedures (SOPs). Assist in the creation of client specific and operational SOPs, as well as develop service options by researching and providing new World Courier and vendor options. Implement and understand new technology to increase productivity and performance. Develop and manage a comprehensive and coherent expert compliance management program for Operations and Customer Service. Keep a log of issues related to non-compliance and provide a monthly report to the US Director of Customer Service and the US Director of Operations. Work with the Customer Service and Gateway Managers to establish procedures for handling regulated shipments, including Dangerous Goods, to mitigate compliance risk. Develop and conduct annual compliance awareness training related to US export regulations (EAR, ITAR, OFAC, DEA, US FWS, FTR, etc.). Conduct periodic internal export compliance audits (risk assessment) to identify areas of vulnerability and implement preventive actions and training to mitigate compliance risk. Communicate regulatory changes in US Export regulations as well as answer clients’ inquiries related to US Export regulations and World Courier policy and practices. Resolve export compliance issues and communicate new procedures – if warranted and necessary – to mitigate export compliance risk. Liaise with World Customs Brokerage on best practices and procedures for shipments subject to export clearance (US Fish & Wildlife, ITAR, etc.). #LI-DNI EXPERIENCE AND EDUCATIONAL REQUIREMENTS: Eleven years of progressively responsible experience in customer success, account management, business development or a related role within the supply chain and clinical trial supply industry. Experience must include: Acting as an account owner to ensure improved NPS satisfaction, loyalty, and identification of growth opportunities; Triage, matrix, and project management skills for global pharmaceutical logistics; Transforming logistics performance analytics into actionable insights for continuous improvement of logistical supply chain, including defining and tracking key performance indicators (KPIs) and customized action plans at the customer level to resolve immediate concerns and enhance long-term customer satisfaction and life cycle; Developing new service offerings in keeping with changing market and customer behaviors in pharmaceutical logistics, including collaborating with cross-functional product teams to align solutions with evolving customer needs; Performing go-to market planning at the customer level inclusive of supply chain logistics support, packaging, pricing, and temperature management applications complaint with Good Distribution Practice (GDP) considerations in a pharmaceutical logistics industry; Managing business transformation projects, including process improvement, automation, and efficiency initiatives for pharmaceutical logistics. What Cencora offers 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. For details, visit https://www.virtualfairhub.com/cencora Full time Equal Employment Opportunity Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned Affiliated Companies Affiliated Companies: World Courier Inc Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health. Recruitment scams are on the rise and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines. 1.) Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy. 2.) Be Wary of Unrealistic Promises: Exercise caution If a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers 3.) Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application. 4.) Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process. 5.) Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr or alliance-healthcare.ro Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes. If you believe you have encountered a job scam posing as a Cencora opportunity, please report it immediately to: [email protected]

Requirements

Eleven years of progressively responsible experience in customer success, account management, business development or a related role within the supply chain and clinical trial supply industry.
Acting as an account owner to ensure improved NPS satisfaction, loyalty, and identification of growth opportunities
Triage, matrix, and project management skills for global pharmaceutical logistics
Transforming logistics performance analytics into actionable insights for continuous improvement of logistical supply chain, including defining and tracking key performance indicators (KPIs) and customized action plans at the customer level to resolve immediate concerns and enhance long-term customer satisfaction and life cycle
Developing new service offerings in keeping with changing market and customer behaviors in pharmaceutical logistics, including collaborating with cross-functional product teams to align solutions with evolving customer needs
Performing go-to market planning at the customer level inclusive of supply chain logistics support, packaging, pricing, and temperature management applications complaint with Good Distribution Practice (GDP) considerations in a pharmaceutical logistics industry
Managing business transformation projects, including process improvement, automation, and efficiency initiatives for pharmaceutical logistics.

Responsibilities

Lead a team focused on technical support in the areas of documentation review, all aspects of regulatory review and compliance, training, and performance optimization for World Courier operational and customer service departments.
Provide technical support for customer service and operations.
Create issue resolutions by reviewing customer service and operational issues as they relate to Standard Operating Procedures (SOPs).
Assist in the creation of client specific and operational SOPs, as well as develop service options by researching and providing new World Courier and vendor options.
Implement and understand new technology to increase productivity and performance.
Develop and manage a comprehensive and coherent expert compliance management program for Operations and Customer Service.
Keep a log of issues related to non-compliance and provide a monthly report to the US Director of Customer Service and the US Director of Operations.
Work with the Customer Service and Gateway Managers to establish procedures for handling regulated shipments, including Dangerous Goods, to mitigate compliance risk.
Develop and conduct annual compliance awareness training related to US export regulations (EAR, ITAR, OFAC, DEA, US FWS, FTR, etc.).
Conduct periodic internal export compliance audits (risk assessment) to identify areas of vulnerability and implement preventive actions and training to mitigate compliance risk.
Communicate regulatory changes in US Export regulations as well as answer clients’ inquiries related to US Export regulations and World Courier policy and practices.
Resolve export compliance issues and communicate new procedures – if warranted and necessary – to mitigate export compliance risk.
Liaise with World Customs Brokerage on best practices and procedures for shipments subject to export clearance (US Fish & Wildlife, ITAR, etc.).

Benefits

medical
dental
vision care
a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
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
a variety of training programs
professional development resources
opportunities to participate in mentorship programs
employee resource groups
volunteer activities