Recruiting.com

Compensation

Full Description

Description: • Directly manages the License Renewal, Corporate Customer Maintenance, and Data Governance teams' execution customer solution implementations, training and complex issue resolution • Manages and facilitates a variety of special projects, including enterprise strategic initiative (from business case through implementation) as assigned by the VP of Customer Systems and Maintenance Support ensuring successful completion • Proactively identifies potential risk(s) associated with initiatives/objectives; develops and implements strategies to mitigate identified risks; manages issue resolution process • Responsible for Data Quality and Audits to support enhanced customer maintenance and onboarding support • Responsible for management of product access to our customers for a portfolio of Cencora’s specialty business Productivity • Develops metrics, tracks activity, and defines solutions to improve productivity and the customer experience • Manages the overall performance of staff members to ensure compliance with goals, policies and practices and approved Customer Systems and Maintenance Support (CSMS) processes • Collaborates with process team in the development, review and continuous improvement of CSMS policies, procedures and service standards, including process and policy development and documentation • Identifies and investigates opportunities to standardize/improve processes as well as implement system enhancements for the areas that are supported by the team • Provides subject matter expertise regarding customer-facing processes and solutions in support of ABDC and/or Sales Shared Services initiatives • Subject matter expert for development of CSMS training program including both onboarding of new associates as well as continuous education for system enhancements and identified best practices • Responsible for enforcing standards and coaching associates Requirements: • Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor's degree program and equivalent combination of experience and education • Normally requires six (6) years directly related and progressively responsible experience • Ability to communicate effectively both orally and in writing • Strong analytical and problem-solving skills • Through knowledge and understanding of business principles, processes and technology • Strong technical understanding of support technologies, contact methods (phone, email, knowledge base, virtual agent), measurement systems and training programs • Ability to exercise independent judgment and creative problem-solving techniques in a highly complex environment using leading-edge technology • Demonstrated capability to staff and develop high performing teams • Strong organizational skills; attention to detail, exceptional project management skills • Ability to execute large-scale projects from design through implementation • Ability to present and discuss technical information in a manner that establishes understanding for technical and non- technical audiences • Excellent analytical, conceptual and problem-solving skills to evaluate technical problems and apply knowledge to identify appropriate solutions • Ability to resolve associate issues effectively and efficiently • Strong computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and PowerPoint • Master data management experience preferred • Process improvement background preferred (i.e. Lean Six Sigma) • Strong interpersonal skills Benefits: • medical, dental, and vision care • backup dependent care • adoption assistance • infertility coverage • family building support • behavioral health solutions • paid parental leave • paid caregiver leave • training programs • professional development resources • mentorship programs • employee resource groups • volunteer activities