Strategic Account Operations Coordinator

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.

This role is in support of Cencora's distribution services in the US operating through our Amerisource Bergen business.

Shift Details:
Must be available to work between the hours of 7am-6pm MST

Client Relationship Management:

• Act as the primary liaison between the company and strategic account clients.
• Develop and maintain strong, lasting relationships with key stakeholders in each account.

• Ensure clear and effective communication between the client and internal teams.
• Coordinate with various departments to meet client needs and resolve issues promptly.

• Familiarity with managing ecommerce platforms to maximize consumer engagement
• Ability to extract reporting from ecommerce vendor portals
• Create, Edit, and Manage high quality product content
• Align product content with brand guidelines
• Liaison with brand manufacturers to complete item set-up and content improvement
• Collaborate with purchasing to ensure inventory depth to support retail business
• Collaborate with data analysts & Sr. Account Managers to synthesize sales data to provide recommendations to retail customers
• Monitor account performance and ensure that service delivery meets or exceeds client expectations.
• Identify opportunities for upselling or cross-selling additional services or products.

• Address and resolve any issues or concerns raised by the client in a timely and efficient manner.
• Proactively identify potential challenges and work with teams to mitigate them.

• Provide regular reports and updates to clients on service performance and any ongoing projects.

Gather and relay client feedback to improve services and client satisfaction.

• Answer incoming calls promptly to establish a premier service level for Strategic Accounts through dedicated phone queues.
• Assist clients with the return of incorrect or damaged merchandise within the guidelines established by MWI and the manufacturers we represent.
• Attend weekly sales meetings to keep informed on new products, changes within the industry, and systematic changes within MWI.

• High School Diploma/GED or equivalent experience required.
• 3+ years of experience in customer service operations, international coordination, order management, or a related field required.

• Work closely with Strategic Account Managers to help facilitate new item onboarding, inventory forecasting & demand, distinct pricing methods, customer online portal intervention and manufacturer rebates.
• Manage the flow of customer sales orders via an EDI platform
• Mitigate error resolution in a timely manner to ensure operations shipping cutoff times are adhered to.
• Communicate impact with internal and external stakeholders.
• Research compliance violations to determine validity or dispute claims.
• Work closely with dedicated distribution center and operations personnel to analyze shipment pictures and documentation.
• Generate customer credits on validated violations.
• Assist cash application department with researching and applying customer payment deductions.
• Manage compliance tracker to capture service level agreements and scorecard metrics.
• Assist with new customer onboarding and account maintenance of required licensure and legal documentation.
• Utilize the computer as a sales aid and be competent in the use of e-mail, Microsoft Excel, AS400, Outlook, and other key systems.
• Demonstrate competency in MWI sales programs, promotions, and products.

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…