Dedicated Account Specialist

Under general direction of the Senior Manager or Director of Account Management, the incumbent works closely with health system leadership, primarily large enterprise accounts. The Dedicated Account Specialist acts as a dedicated resource and serves as the primary point of contact to respond to Client requests for issue resolution, including delivery, contracts, pricing, account setup and credits, utilizing the Cencora support resources network where necessary. This role sources data and generates appropriate reports in support of customer initiatives and projects. This role ensures continued implementation of programs and solutions regularly updating customers on progress and status. This role is responsible for reviewing reports and purchasing history and assisting with implementation of initiatives targeted at customer savings.

This role will serve as a strong individual contributor for a health systems customer account in the Philadelphia metropolitan area. This role will require on-site presence at least once per week with additional travel for meetings, events and other engagements as prescribed; generally, once to twice per year. Candidates should be within a 40-mile radius of central Philadelphia. Please note, the customer has more than one location, but all are located in the Philadelphia area though this is subject to change based on business needs.

Normal working hours for this position are 8:30PM - 5:00PM ET, though periodically, this could vary according to business needs.

• Actively identifies and addresses Client (service) needs and issues within current contract with Cencora, determining appropriate internal support and escalating to the appropriate Cencora team(s) to ensure total end resolution.
• Provides onsite, expert customer service support for all new account setup, new Client associate training and reporting out of the Cencora ordering platform, ABC Order (ABCO).
• Serves as the on-site subject matter expert (SME) for use of the Cencora ABCO ordering platform and health system report generation and interpretation.
• Partners appropriately with external client representatives and internal Cencora support to ensure business goals are met.
• Meets with Client stakeholders to establish mutually agreed upon timelines for reporting and progress updates.
• Participates in regularly required service compliance training. Completes all training on time.
• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal AB stakeholders to effectively service the customer.
• Participates in projects focused on Client cost-saving initiatives such as group purchasing organization (GPO) or contract optimization or inventory optimization.
• Works with internal Cencora teams on appropriate Client retention strategy, taking initiative to ensure needs and timelines are met.
• Performs related duties as assigned.
• Takes direction from account support team lead
• Understanding and accountability to analyze the following (but not limited to) data functions:
• Allocation tracking reports
• Backorder reports
• Contract compliance reports
• Generic conversion opportunity reports
• 340B savings reports (where applicable)
• Quarterly business connects
• Savings opportunity reports

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Requires broad training in fields such as pharmaceutical purchasing, pharmacy technician work, supply chain, or similar vocations generally obtained through completion of a four-year bachelor's degree program or equivalent combination of experience and education. Pharmacy technician certification and/or experience as a pharmaceutical buyer highly preferred. Requires 2 plus years of experience within a pharmacy or healthcare finance department.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Strong organizational skills; attention to detail
• Ability to communicate effectively both orally and in writing
• Strong customer relations skills
• Excellent follow-up skills
• Strong interpersonal skills
• Strong time management skills; ability to schedule customer appointments in advance
• Good understanding of specific business segment (U.S. health systems)
• Good understanding of Cencora Solutions support network, able to understand who can best resolve issues
• Possesses basic business acumen, with the ability to understand and interpret financial data related to customer accounts at a basic level. This includes handling accounting inquiries, interpreting contract modifiers, and analyzing customer performance as related to the above at a basic level
• Proactive mindset and critical thinking skills; anticipating the needs of the customer before issues progress
• Experience with Microsoft Office 365 suite (Excel, PowerPoint, Word, etc.)
• Intermediate experience with Microsoft Excel (ability to perform V-lookups, pivot tables, and other operations needed to perform intermediate data analysis)
• Experience with utilizing dashboards and internal resources to assess customer account health and determine appropriate action plans (e.g., PowerBI and CRM tools including Salesforce)

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

The noise level in the work environment is generally quiet.

PHYSICAL AND MENTAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Ability to travel by car and air as needed (up to 50%).
• Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
• Visual requirements are for close vision, distance vision, peripheral vision and ability to adjust focus.

• 75% or more time is spent looking directly at a computer.
• Associates are frequently required to stand, walk (or otherwise be mobile).
• Ability to deal with stressful situations as they arise.

Qualifications:

Requires broad training in fields such as pharmaceutical purchasing, pharmacy technician work, supply chain, or similar vocations generally obtained through completion of a four-year bachelor's degree program or equivalent combination of experience and education. Pharmacy technician certification and/or experience as a pharmaceutical buyer highly preferred. Requires 2 plus years of experience within a pharmacy or healthcare finance department.

• Strong organizational skills; attention to detail
• Ability to communicate effectively both orally and in writing
• Strong customer relations skills
• Excellent follow-up skills
• Strong interpersonal skills
• Strong time management skills; ability to schedule customer appointments in advance
• Good understanding of specific business segment (U.S. health systems)
• Good understanding of Cencora Solutions support network, able to understand who can best resolve issues
• Possesses basic business acumen, with the ability to understand and interpret financial data related to customer accounts at a basic level. This includes handling accounting inquiries, interpreting contract modifiers, and analyzing customer performance as related to the above at a basic level
• Proactive mindset and critical thinking skills; anticipating the needs of the customer before issues progress
• Experience with Microsoft Office 365 suite (Excel, PowerPoint, Word, etc.)
• Intermediate experience with Microsoft Excel (ability to perform V-lookups,
• pivot tables, and other operations needed to perform intermediate data analysis)
• Experience with utilizing dashboards and internal resources to assess customer account health and determine appropriate action plans (e.g., PowerBI and CRM tools including Salesforce)

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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

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