Manager II - Customer Care

Summary:

Under general guidance of the Senior Manager - Customer Care, the Customer Care Manager is responsible for positive customer care experiences and providing support to the Customer Care team by using advanced communication skills, problem solving, good judgement, technical fluency, and data analysis to organize workflow, review strategies, and implement operational efficiencies. The Customer Care Manager will interact with leadership in multiple functional departments to build collaboration and develop strong boundaries while remaining courteous and professional with every interaction. The Customer Care Manager is also responsible for monitoring operational performance metrics to ensure contractual service levels are met, as well as associate performance and providing coaching, motivation, and corrective action to the Customer Care team as appropriate.

Primary Duties and Responsibilities:

• Utilize program metrics to confirm customer needs are managed within defined service level agreement and KPI timeframes, i.e., answer phone calls, respond to emails, order shipment, etc.

• Ensure customer care reporting is monitored and appropriate action is taken

• Document, monitor, and evaluate performance and activity for each direct report and team against critical success measures to identify patterns

• Review behavioral and/or performance issues and activity metrics with direct associates in a monthly meeting

• Complete and deliver annual review for each associate, including determination of suggested merit, based on annual scores for associates

• Develop method for recording professional career goals of associates and document progress and actions taken to support those goals

• Positively lead and motivate Customer Care team and support team training initiatives. Ensure changes to current processes are not implemented prior to training document updates or approval from appropriate parties

• Organize inbound and internal workflow in a consistent and efficient manner across all Customer Care teams to ensure customer satisfaction

• Analyze metric reporting to identify potential gaps and use strategic thinking to develop ways to enhance or improve current processes and procedures to address identified gaps

• Understand critical success measures, such as service level and accuracy, individual program requirements that are outside of standard scope, and the impact operational changes can impose upon these measures

• Manage escalated items, for internal and external clientele, and apply problem solving skills and creativity to troubleshoot issues to the best of your ability prior to further escalation of an issue

• Appropriately distinguish proper method of communication (email vs. phone) and determine level of leadership, within internal customer care team, needed in communications for resolution

• Support Business Review, Capabilities, and Audit meetings by providing required data and attending and participating in these meetings as scheduled

• Technical fluency and understanding of Customer Care CRM and ERP, and DMS systems and the integration between these systems. Knowledge of reporting tools, how to request/create reporting, and knowledge of telephony system functionality

• Identify non-standard process requirements for new launches, confirm capability of managing these scenarios, and ensure Customer Care team understanding of requirements prior to launch. Monitor launch-day activities to confirm there are no issues with order processing

• Oversight of assigned training courses for the Customer Care team and ensure the team completes all assignments, both corporate and local, by the due date. Ensure supervisors regularly review associate roles in DMS to ensure assignment to the appropriate roles for training

• Establish good working relationships with other departments that relate to Customer Care's ability to support programs. Including, but not limited to, coordinating with IT on enterprise-related projects to provide input and requirements, providing post-launch/go-live support for the Customer Care team, and communicating with the distribution centers on escalated issues, upcoming launches, special requests, etc.

• Lead and support candidate interviews for open positions and support supervisors in coordination of associate onboarding to ensure accurate information is given during new associate nesting/side-by-side training

• Oversight of associate hours worked/PTO in time-keeping system, including attendance occurrence and schedule adherence tracking to ensure proper coverage

• Ensure breaks/lunches/PTO of lead team are coordinated to maintain proper lead coverage

• Comply with all appropriate policies, procedures, safety rules, and regulations, and supports department compliance with the same, including knowledge of Quality Policy and Mission/Vision statement

• Perform related duties as assigned, to include support of standard queues, support of emergency support line, and working extended hours based on business needs

Required Skills and Experience:

• Requires broad training or exhibit a working understanding, in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate degree program, technical vocational training or equivalent combination of experience and education

• Normally requires two (2) to four (4) years directly related and progressively responsible experience

• One (1) to three (3) years supervisory experience preferred

• Experience with AS400 (ERP), Salesforce (CRM), and Pilgrim (DMS) preferred

• Understanding of complex ERP transactions and how they impact order fulfillment and other departments

• Leadership principles demonstrated in all interactions such as: reliability/dependability, dedication, productivity, cooperation, character, integrity, sense of responsibility, emphasis on quality, discipline, teamwork, professionalism, determination, accountability, humility, passion, being goal oriented, organizational skills, creativity, and being adaptable and flexible

• Advanced written and verbal communication skills demonstrated through respectful and professional interactions which include positive language, active listening, providing conflict resolution/de-escalations, providing timely updates and closure on outstanding items, and negotiation skills

• Growth mindset demonstrated by willingness to participate in projects outside standard scope, being open to feedback, a willingness to ask for help, and support of employee growth and development

• Demonstrate flexibility, creativity, and problem-solving skills to adjust Customer Care team strategies and processes as required, as well as resolve customer issues

• Ability to arrange data in an understandable manner and present the information to others

• Advanced knowledge of Microsoft Office Suite, to include pivot tables, v-look ups, advanced formulas, etc.

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