Summary:

The Senior Strategic Account Support Specialist will be responsible for the day-to-day relationship between MWI and the MARs strategic accounts by providing superior customer service and support. The Senior Strategic Account Support Specialist will also develop and maintain successful working relationships with relevant departments at MWI that will best serve the clients. This position will also work closely with customers and collaborate with internal departments to ensure correct accounting, billing, and customer contract procedures are maintained; customer orders are successfully delivered; standard and ad hoc reports are provided to meet customer specifications; assist with analytical and operational solutions; and procedure documentation.

Primary Duties and Responsibilities:

• Seek to understand the needs of the Strategic Accounts

• Provide all facets of customer service, this includes high volume phone support and response to email inquiries, in a timely and professional manner

• Service customer calls, emails and faxes by responding to general inquires, concerns and requests

• Reconcile potential damaged and lost shipments. Including processing product returns and credits

• Generate and customize weekly reports and ad hoc requests as required

• Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility

• Responsible for analyzing and investigating customer issues and taking the appropriate action, in a professional and timely manner

• Assist with the on boarding and training of all new associates as necessary with call intake, handling customer inquiries, and system procedures

• Assist with analytical solutions and procedure documentation

• Provide accurate information regarding products, pricing, services, policies and procedures

• Maintain detailed records of customer interactions/communications in CRM (Orbit) system

• Ability to handle escalated issues by proactively evaluating and recommending solutions to MWI/MVH management for customer challenges including working with internal/external customer groups to resolve customer concerns

• Makes suggestions and recommendations to supervisor and/or manager to continually improve customer service operations.

• Completes assigned special projects

• Maintain MBX email inbox of COUPA orders

Required Skills and Qualifications:

• Advanced Excel skills are necessary

• Proficiency with Word and Outlook is needed

• Proven experience in a customer service role

• Strong verbal and written communication skills

• Excellent problem solving and conflict resolution abilities

• Ability to handle multiple tasks, demonstrate critical and analytical thinking

• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects

• Normally requires two 2+ years related experience or bachelor's degree; veterinary clinic experience desirable

Communicates Effectively:

Communicate thoughts, ideas, information, and messages completely and accurately; composes and creates documents with language and format appropriate to the subject matter; strong attention to detail; and checks, edits, and revises writing for correct information. Strong customer service interpersonal and decision-making skills

Teamwork:

Make effort to seek others’ input; willingly collaborates and cooperates with others in the organization; develops effective working relationships with key associates within both the company and suppliers

Take Initiative:

Assumes responsibility for necessary actions or problem resolution when accountability is not clear; appropriately initiates behavior on projects or other initiatives without requiring explicit management direction or guidance; knows when management involvement is required and seeks it out
Problem Solving:

Recognizes that a problem exists; identifies possible reasons for the discrepancy and devises and implements a plan of action to resolve it
Organize and Maintain Information:

Organizes processes and maintains information in a systematic fashion. Strong organizational skills with emphasis on attention to detail and accuracy
Flexible/Adaptable:

Views change or problems as an opportunity to grow professionally and to develop new and better ways to do things; adjusts readily to alternations in routine; copes effectively with changes in scope of type of work

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

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

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 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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