Customer Service Representative II

About the role

The Customer Service Representative II joins Cencora’s customer care team to ensure timely and accurate communication with clients and to support order shipment processes. This role acts as a key point of contact for both inbound and outbound interactions, maintaining service level agreements and contributing to continuous improvement of customer service operations.

Key responsibilities

• Monitor and respond to incoming customer communications (phone, email, fax) within defined SLA and KPI timeframes.
• Log all interactions in the CRM system according to documented procedures.
• Provide coverage backup across queues, including case handling, phone support, and rotating after‑hours emergency on‑call duties.
• Track breaks and lunches to ensure proper queue coverage and schedule adherence.
• Assist with audit data requests, attend scheduled meetings and trainings.
• Identify process enhancements and work with supervisors to update training documentation.
• Communicate floor‑level process changes to supervisors for formal documentation.
• Serve as the first escalation point for internal and external client issues, determining appropriate communication channels and leadership involvement.
• Participate in new launch trainings, ask clarifying questions, and ensure understanding of program requirements.
• Support recruitment by interviewing candidates and providing side‑by‑side training for new associates.
• Lead quarterly team‑building activities and conduct call monitoring for quality assurance.
• Review client‑specific training documents and account records regularly, collaborating with the training department on SOP updates.

Required profile

• Strong attention to detail and ability to follow documented processes.
• Excellent communication skills for both written (email) and verbal (phone) interactions.
• Capability to work independently while providing backup support across multiple queues.
• Proactive attitude toward identifying and recommending process improvements.
• Experience in handling escalations and troubleshooting client issues.
• Willingness to lead team activities and contribute to training initiatives.

Required skills

• Proficiency with a CRM system for logging and tracking customer interactions.
• Familiarity with a Document Management System to access and coach on training documentation.