Customer Service​/HelpDesk Coordinator, Customer Service Rep

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

• Coordinates standard and selected non-routine patient and customer support requests to enable timely resolution, service continuity, and consistent experience outcomes.
• Supports case intake, documentation, and follow-through activities to maintain accurate records and effective service progression.
• Monitors service workflows, queue activities, and transaction quality to identify delays, reduce errors, and improve operational consistency.
• Collaborates with internal stakeholders, external partners, and service providers to resolve inquiries, remove barriers, and support access to services.
• Maintains data integrity across service systems and reporting tools to support informed decision-making and reliable operational execution.
• Escalates complex issues, service risks, and unresolved exceptions to support timely intervention and continuity of care or service.
• Drives workflow improvements and digital process adoption to strengthen future-ready support operations and service efficiency.

High School Diploma/GED or equivalent experience required.

2+ years of experience in customer operations, customer service, patient support services, case coordination, service operations, order management, or a related field required.

Certification in customer service, patient access, scheduling systems, customer relationship management systems, or healthcare administration preferred.

• 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 focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
  
  To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
• Full time

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 fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

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  or email  . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned.

Innomar Strategies