Establishing and maintaining customer service governance frameworks, lifecycle management processes, and service delivery standards across federal mission and business functions.
Locations (2)
Herndon, Virginia, United States
DC Metro, DC, United States
Compensation
Salary Range: $120k - $155k
Responsibilities
Develop and maintain customer service governance, intake, onboarding, CRM, and Service Desk lifecycle management processes and standards.
Establish service delivery frameworks, performance metrics, and SLA governance to ensure consistent customer support across mission and business functions.
Document and standardize customer-facing processes, workflows, and operational procedures to improve service quality and user experience.
Define governance policies for AI-powered customer service capabilities, including chatbots, virtual agents, and AI-assisted service desk operations.
Establish agentic workflow escalation protocols and human-in-the-loop oversight processes for autonomous customer interactions.
Requirements
Bachelor's degree in Business Administration, Information Systems, Communications, Management, or a related field
Nice to have: AI-enabled customer service technologies
The Operations Executive at Cencora plays a vital role in ensuring the efficient and effective day-to-day operations of designated business units or functions.
Locations (2)
Innsbruck, Tyrol, Austria
Kufstein, Tyrol, Austria
Compensation
Gross Yearly Pay range: 42.000 - 46.200
Responsibilities
Coordinates complex shipment scheduling, carrier bookings, and freight documentation across assigned transportation lanes
The Operator must be specifically trained in order to perform activities related to shipments such as the packaging preparation, box closing and labeling
The Operator must have the training and the capability required to control materials characteristics
Resolves moderately complex carrier service issues, delivery exceptions, and freight discrepancies
Monitors open shipment status, transit performance, and delivery commitments across assigned lanes
To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards.
Responsibilities
Provide advanced product/service information.
Record and process customer orders, selecting the most appropriate approach based on predefined options.
Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
Make calls (by telephone or in person) to allocated potential customers to develop relationships.
Provide a first point of contact for resolving customer queries and complaints.
The Operations Executive at Cencora plays a vital role in ensuring the efficient and effective day-to-day operations of designated business units or functions.
Locations (2)
Innsbruck, Tyrol, Austria
Kufstein, Tyrol, Austria
Compensation
Gross Yearly Pay range: 42.000 - 46.200
Responsibilities
Coordinates complex shipment scheduling, carrier bookings, and freight documentation across assigned transportation lanes, confirming accuracy and compliance with established operational procedures and service level standards
The Operator must be specifically trained in order to perform activities related to shipments such as the packaging preparation, box closing and labeling
The Operator must have the training and the capability required to control materials characteristics (described in their labels): ID number, expiration date, patient’s kit, and temperature and storage conditions as well as any additional information that could be useful
Manage end-to-end order management, customer service, and logistics execution across all business units, ensuring seamless order fulfillment, customer satisfaction, and logistics execution.
Responsibilities
Manage end-to-end order lifecycle
Ensure zero-defect order processing
Monitor order status and inventory availability
Act as primary interface for customer communication
Manage import/export execution and compliance
Requirements
Bachelor’s degree in Supply Chain, Logistics, Business, Pharmacy, Chemical Engineering, or related field
Nice to have: Experience in Pharma / Chemical / Manufacturing environment
Nice to have: Exposure to import/export operations and regulated logistics
Lead a group of Team Managers who step in early with customers who've had a difficult or frustrating experience, driving consistent performance and ensuring high-quality outcomes.
Responsibilities
Build and lead a high-performing team of 8-10 Team Managers
Own day-to-day execution of intervention operating model
Guide sound decisions for Team Managers
Turn insights into action using data
Help shape how we work and refine processes
Requirements
Nice to have: Experience in a similar intervention, escalation, or specialist team
Nice to have: Experience in e-commerce or fintech
Nice to have: Agile/Lean/Six Sigma certification
Nice to have: CRM, contact center, workforce management, or data visualization tools
Nice to have: Predictive analytics or AI-driven tools
Resolves moderately complex carrier service issues, delivery exceptions, and freight discrepancies, applying working knowledge of logistics procedures and escalating unresolved issues to senior team members
Monitors open shipment status, transit performance, and delivery commitments across assigned lanes, surfacing delays, variances, and service risks to operations leadership for timely resolution
Requirements
High School Diploma/GED
Associate's degree in logistics, supply chain, transportation, business administration, or a related field
Nice to have: Category B driving licence
Nice to have: Certified Supply Chain Professional (CSCP)
Nice to have: Certified Logistics, Transportation and Distribution (CLTD)
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