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Summary:
Under general direction of the Manager of Customer Implementation, the Customer Onboarding Specialist will have direct ownership of the customer onboarding process for identified customers. The Onboarding Specialist’s primary focus is to ensure a positive customer experience during the onboarding process. By collecting actionable insights into customer behavior prior to contract execution, the Onboarding Specialist will be accountable for working with internal and external stakeholders to support each onboarding, reaffirming and/or redefining the process while aligning with and supporting Cencora initiatives.
Primary Duties and Responsibilities:
Contributes to the development, documentation, and implementation of a standardized onboarding approach from contract execution to post implementation analysis for Medication Tray and other products as assigned
Facilitates new customer onboardings (onsite and/or remote) by collaborating cross-functionally with internal and external counterparties, including but not limited to various Operations teams and our external customers
Establishes onboarding timelines, conducts customer kickoff calls, manages timelines and expectations, conducts system and hardware training and configuration
Understands the different customer account structures and legal documentation required to establish new accounts
Utilizes mechanisms (ie. survey) to capture and document customer requirements with a systematic, streamlined methodology
Ensures all necessary account documentation is received and validated in a timely manner
Communicates updates to the Cencora business pipeline (ie. Onboarding Dashboard) of pending account Go-Lives to all levels of the company and customer participants in technical and pos go-live support at customer locations or remote
Manages, tracks, and escalates key milestones and deliverables to ensure customer expectations are being met
Resolves issues through coordination with various teams, including senior level executives
Ensures completion of all internal deliverables prior to account go live (via the Onboarding Dashboard utilized to streamline the overall process.)
Conducts periodic post onboarding reviews via surveys; analyzes results and makes recommendations in accordance with findings.
Identifies opportunities for improvement within the onboarding process
Participates in strategic initiatives that will continue to enhance and further streamline the onboarding process
Performs related duties as assigned
Required Skills and Qualifications:
Requires experience in fields such as business administration, sales, marketing, RFID Technology or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education; normally requires a minimum of three (3) years equivalent experience
A successful candidate will have a demonstrated ability to build rapport and relationships with customers/business partners, a deep commitment to customer service, and strong interpersonal skills required to operate well in a team environment across multiple groups
Candidates must have the ability to complete work with minimal oversight
Strong customer focus and ability to partner with various internal groups, including senior leaders and front office
Ability to successfully influence many different groups and individuals to deliver high quality and timely results
Ability to directly address conflicts and escalate issues where appropriate
Excellent analytical, problem solving, and time management skills
Proven organization and prioritization skills
Strong written and verbal communication skills
Results driven, with strong attention to detail
Adaptable, flexible and willing to work in a dynamic environment
Comfortable working with a team and individually to deliver results
Strong working experience with Microsoft applications, with a particular strength in Word, Access, Excel, and PowerPoint
Demonstrated ability to build and interpret reports and graph/statistics desired
Ability to create trust and confidence quickly; presents a positive and professional image
High energy, positive attitude, team player
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 timeCencora 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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
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