Customer Service Supervisor

About the role

We are looking for a Customer Service Supervisor to lead our customer care team at Cencora. The role ensures all inbound and outbound communications are handled within defined service level agreements and supports continuous improvement of processes.

Key responsibilities

• Oversee incoming customer communications (phone, email, fax) and outbound order shipments, ensuring responses meet SLA and KPI timeframes.
• Monitor customer care reporting and take corrective actions as needed.
• Provide backup coverage across queues, including case handling, phone support, and after‑hours emergency on‑call rotation.
• Assist with audit data requests, attend scheduled meetings and trainings.
• Identify and implement process enhancements, submit change requests, and ensure updates are approved before implementation.
• Coach staff on the Document Management System and ensure completion of corporate and local trainings.
• Manage escalated issues for internal and external clients, determining appropriate communication channels and leadership involvement.
• Participate in new launch trainings, convey requirements to the team, and ensure accurate understanding.
• Lead candidate interviews, coordinate onboarding, and support new‑associate training.
• Collaborate with IT, distribution centers, and other departments on projects and issue resolution.
• Track associate hours, PTO, and attendance in the time‑keeping system.

Required profile

• Proven ability to supervise a customer service team and ensure SLA compliance.
• Strong problem‑solving skills to troubleshoot and resolve escalated issues.
• Experience conducting trainings and coaching staff on system usage.
• Effective communication skills for cross‑department collaboration.
• Capability to lead hiring interviews and manage onboarding processes.
• Attention to detail in monitoring performance metrics and documenting outcomes.

Required skills

• Proficiency with a Document Management System.
• Experience using a time‑keeping/attendance tracking system.