Customer Engagement Specialist
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What you'll do
- Handle customer calls with professionalism and efficiency, addressing inquiries, providing updates, and resolving concerns in a timely manner.
- Respond to and initiate email correspondence with customers, ensuring clear, accurate, and professional messaging.
- Serve as the first point of contact for customer inquiries related to onboarding, documentation, and account status, ensuring questions are addressed thoroughly and promptly.
- Proactively communicate with customers to provide status updates on onboarding records, documentation, and account-related matters.
- Collaborate with internal teams to ensure onboarding records are accurate, complete, and aligned with customer expectations.
- Assist customers in submitting required documents by providing clear instructions and resolving any issues related to missing or incomplete information.
- Conduct follow-ups with customers to ensure all onboarding requirements are met within the timeline.
- Accurately document customer interactions, inquiries, and resolutions in internal systems to ensure transparency and maintain up-to-date records.
- Follow established workflows and procedures for handling inbound and outbound communications, inquiries, and onboarding-related tasks.
- Partner with internal teams, including Customer Engagement Coordinators and Managers, to escalate complex issues and ensure resolution.
What they're looking for
- 1+ years of experience in a customer-facing role, such as customer service, account management, or call center operations.
- Experience with inbound and outbound communication, including phone and email correspondence.
- Strong verbal and written communication skills with a focus on clarity and professionalism.
- Exceptional listening and problem-solving skills to address customer needs effectively.
- Strong organizational and time management abilities, with the capacity to manage multiple tasks simultaneously.
- Proficiency in customer relationship management (CRM) systems and email communication tools.
- A customer-first mindset with a commitment to providing high-quality service.
- Ability to remain calm and solution-oriented in high-pressure situations.
- Team player who thrives in a collaborative environment.
- Bachelor's degree in business, information systems, operations, or a related field, or equivalent experience required.
- Less than 2 years of experience in customer onboarding, implementation, customer success operations, or a closely related process-driven role, or a related field required.
Nice to have
- Experience in regulated industries such as healthcare, pharmaceuticals, or logistics is a plus.
- Familiarity with onboarding workflows, record management, or compliance processes is desirable.
- Certification in customer experience, customer service, CRM platforms, onboarding, training, or process improvement preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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!
Job Details
Job Summary:
We are looking for a highly motivated and customer-focused Customer Engagement Specialist to manage inbound and outbound customer communications, respond to inquiries, and facilitate onboarding processes. In this role, you will serve as the primary point of contact for customers, ensuring timely and accurate responses to their questions and concerns. You will play a critical role in delivering exceptional service through phone and email communication while ensuring smooth onboarding experiences and accurate record management.
PRIMARY DUTIES & RESPONSIBILITIES:
Customer Communication
- Inbound/Outbound Calls: Handle customer calls with professionalism and efficiency, addressing inquiries, providing updates, and resolving concerns in a timely manner.
- Email Communication: Respond to and initiate email correspondence with customers, ensuring clear, accurate, and professional messaging.
- Customer Inquiry Management: Serve as the first point of contact for customer inquiries related to onboarding, documentation, and account status, ensuring questions are addressed thoroughly and promptly.
- Customer Updates: Proactively communicate with customers to provide status updates on onboarding records, documentation, and account-related matters.
Onboarding Support
- Onboarding Record Assistance: Collaborate with internal teams to ensure onboarding records are accurate, complete, and aligned with customer expectations.
- Documentation Guidance: Assist customers in submitting required documents by providing clear instructions and resolving any issues related to missing or incomplete information.
- Customer Follow-Up: Conduct follow-ups with customers to ensure all onboarding requirements are met within the timeline.
Operational Excellence
- Documentation and Recordkeeping: Accurately document customer interactions, inquiries, and resolutions in internal systems to ensure transparency and maintain up-to-date records.
- Process Adherence: Follow established workflows and procedures for handling inbound and outbound communications, inquiries, and onboarding-related tasks.
- Collaboration: Partner with internal teams, including Customer Engagement Coordinators and Managers, to escalate complex issues and ensure resolution.
Other duties and responsibilities as assigned
Qualifications:
- Experience:
- 1+ years of experience in a customer-facing role, such as customer service, account management, or call center operations.
- Experience with inbound and outbound communication, including phone and email correspondence.
- Skills:
- Strong verbal and written communication skills with a focus on clarity and professionalism.
- Exceptional listening and problem-solving skills to address customer needs effectively.
- Strong organizational and time management abilities, with the capacity to manage multiple tasks simultaneously.
- Proficiency in customer relationship management (CRM) systems and email communication tools.
- Interpersonal Attributes:
- A customer-first mindset with a commitment to providing high-quality service.
- Ability to remain calm and solution-oriented in high-pressure situations.
- Team player who thrives in a collaborative environment.
Preferred Qualifications:
- Experience in regulated industries such as healthcare, pharmaceuticals, or logistics is a plus.
- Familiarity with onboarding workflows, record management, or compliance processes is desirable.
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Bachelor's degree in business, information systems, operations, or a related field, or equivalent experience required. Less than 2 years of experience in customer onboarding, implementation, customer success operations, or a closely related process-driven role, or a related field required. Certification in customer experience, customer service, CRM platforms, onboarding, training, or process improvement preferred.What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full timeAffiliated Companies
Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITEDEqual 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
Company
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