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!
Under general direction of the Senior Manager - Customer Service, the Service Relationship Manager (SRM) will focus on leveraging World Courier’s capabilities, insights from external customers and internal processes to provide a superior logistics and service relationship with our customers.
The SRM will act as the internal voice of the customer and the key coordinator between sales and customer service to deliver exceptional service that consistently meets our customer’s expectations. Collaborates with cross functional teams in customer service, operations, sales, and QA team as required depending on business needs.
Responsibilities
Create, maintain, and distribute key reports and scorecards for assigned customers and internal departments.
Assist with new account set up, onboarding and maintenance of assigned accounts.
Work with sales to review profitability at the account and company level.
Act as point of escalations for customers to facilitate resolution on urgent matters.
Conducts scheduled client calls or in-person meetings when required.
Proactive monitoring of shipment statuses to ensure timely deliveries and be able to escalate to related departments as required.
Review KPI data with clients to manage perceptions and encourage World Courier as their primary service provider.
Work with Service Quality and Compliance teams to improve processes and services being offered to customers.
Collaborate with QA team to log/manage recurring service issues; CAPA reports and any other QA related requests from the customers
Utilize KPI performance data to proactively identify service areas in need of change or reorganization.
Monitor customer health to track usage of World Courier Services and customer satisfaction
Education and Work Experience
Bachelors/ Associate degree or equivalent preferred with 1-3 years of relevant experience; preferable within the life science/health care arena
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education
Advanced computer skills (Excel, Word, PowerPoint, and Outlook) and the ability to learn new computer systems.
Skills and Knowledge
Excellent written, oral, and interpersonal communication skills required.
Strong analytical skills. Must be detail oriented with the ability to recognize & resolve potential data anomalies and/or inconsistencies.
Proven ability to work independently or as part of a team.
Ability to prioritize, multitask, and work efficiently in faced paced environment.
Potential need to be available to interact with colleagues in other time zones.
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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