Customer Engagement Supervisor

Job Description Summary

Job Description: We are seeking a results-driven and experienced Supervisor to lead and support a team of professionals who serve as the key point of contact between our organization and customers. This team is responsible for onboarding support, operational excellence, data and document management, and regulatory compliance. The Supervisor will ensure team members meet performance goals, maintain timely communication and task management, adhere to established workflows, and consistently deliver exceptional service to customers.
In this role, the Supervisor will play a critical part in fostering positive customer relationships, resolving escalated issues, and driving operational excellence. This position requires strong leadership, organizational skills, and the ability to foster collaboration across internal teams while continuously identifying opportunities for improvement.

Key Responsibilities:

Team Leadership & Management

• • Team Support: Supervise and provide guidance to team members handling customer communication, relationship management, onboarding, and data management tasks, ensuring they meet quality and productivity standards.
  • Performance Management: Monitor and assess individual and team performance, delivering regular feedback, coaching, and training to address areas for improvement while empowering team members to meet and exceed expectations.
  • Workload Management: Assign and prioritize tasks to ensure team members meet deadlines and maintain efficiency in handling customer inquiries, onboarding, and operations.
  • Mentorship: Serve as a mentor and resource for team members, fostering their professional growth and development.
  • Training & Development: Provide training and development opportunities to enhance team skills in communication, task management, and problem-solving.
  • Issue Resolution: Act as the first point of escalation for complex customer or compliance issues, providing guidance and ensuring prompt resolution & customer satisfaction.

 

Customer Communication Oversight

• • Ensure team members handle inbound and outbound calls, email correspondence, and customer inquiries with professionalism and efficiency, maintaining high service standards.
  • Monitor the team’s progress on onboarding tasks and proactively address bottlenecks to meet timelines.
  • Promote and reinforce best practices for building and maintaining strong, positive relationships with customers, fostering trust and loyalty.
  • Review customer communication records to ensure accuracy, consistency, and adherence to company standards.
  • Monitor customer feedback and satisfaction levels, proactively addressing concerns and ensuring a positive experience.

 

Operational Excellence & Compliance

• • Enforce adherence to established workflows and procedures for data validation, document review, and regulatory checks.
  • Maintain organized and accurate records to support internal and external audits.
  • Ensure the team remains compliant with industry standards and legal regulations during all phases of onboarding and customer engagement.
  • Oversees the team’s management of critical tasks, ensuring deadlines are consistently met and proactively addressing potential delays or roadblocks.
  • Identify inefficiencies in task management processes and implement improvements to enhance team productivity and effectiveness
  • Facilitate cross-functional collaboration with internal departments such as operations, sales, and account management to ensure customer needs are met and prioritized.
  • Communicate effectively with leadership to provide updates on team performance, challenges, and opportunities for improvement.

 

Data and Document Oversight

• • Supervise the review and validation of customer information to ensure data accuracy, consistency, and compliance with regulatory guidelines.
  • Ensure team members analyze and verify customer-submitted documents for completeness and compliance before onboarding records are activated.
  • Support the creation and maintenance of onboarding records and ensure the readiness of customer accounts for activation.
  • Oversee accurate documentation of customer interactions, updates, and task progress in internal systems, ensuring transparency and reliable reporting.

 

 

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Bachelor's degree in business administration, operations management, customer service, or a related field, or equivalent experience required. 3+ years of experience in customer onboarding, account setup, customer operations, data management, or a related field required. Less than 2 years of experience in a management capacity preferred. Certification in customer experience customer service management, or equivalent 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 time

Affiliated Companies

Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

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