Customer Engagement Representative II

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.

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Under general supervision of the Manager, the –Customer Engagement Representative II is responsible for placing proactive outbound calls to established accounts and potential prospects. The Inside Sales Specialist II – Territory has an assigned territory or accounts, and is responsible for developing, maintaining, and implementing long-term business partnerships with assigned accounts. This position is responsible for driving revenue growth and customer satisfaction by assisting accounts using both incoming and outbound sales strategies and superior customer service skills.

• The Customer Engagement Representative engages with and supports all customers by helping them achieve their objectives throughout the customer journey

• The Customer Engagement Representative will assist all MWI customers by answering incoming requests via all communication channels

• The Customer Engagement Representative is responsible for delivering a best‑in‑class customer experience to targeted customers within an assigned territory, in partnership with Territory Managers

• This role collaborates with Territory Managers to shape and implement long‑term business relationships to drive growth and win or maintain market share

• The Customer Engagement Representative will also cultivate business for the territory by engaging designated customer segments through outstanding customer support and targeted upselling activities

Achieve customer experience and retention goals through market‑leading customer support

• Answer incoming customer requests from the general phone queue and assigned accounts

• Place sales orders and resolve customer questions and issues through email and phone

• Help customers find and order products and solutions through research

• Educate customers on products and solutions within the MWI catalogue

• Maintain frequent contact and collaborate with internal partners to address all issues within assigned area of responsibility

• Maintain strong knowledge of products, services, overall customer needs, industry trends through assigned training and meetings

• Escalate issues and customer challenges and make recommendations to manager or relevant team to improve the customer and employee experience

• Partner with the respective Territory Manager on sales strategies to maximize revenue and market share with assigned and prospective accounts

• Collect, maintain and share customer insights with Territory Manager to assist in territory and customer planning; ensure customer data and call notes are consistently entered into appropriate systems

• Assist in processing orders and addressing customer needs for assigned territory

• Monitor backorders and communicate to customers as items become available

• Attend assigned customer meetings as needed

• Identify upselling opportunities and communicate specials and promotions to assigned accounts in alignment with territory strategy to achieve revenue and market share goals

• Associate’s degree in veterinary technology or bachelor’s degree in an animal health field or equivalent agricultural degree is preferred

• Two or more years of customer service experience in a call center environment and/or sales background

• General experience in the animal health industry is preferred

• Ability to solve problems and handle multiple tasks in a fast‑paced environment

• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects

• Know the Product:
  Displays knowledge and proficiency in explaining, selling, and administering products; refers customers to appropriate resources within the organization

• Speak Effectively:
  Sp…