Senior Customer Solutions & Support Representative - Veterinarian

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: 8am-5pm

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 daily customer systems support activities, including work assignment balancing, queue monitoring, and issue follow up, to maintain service levels and operational quality.
• Resolves complex customer systems support cases and recurring process issues within defined authority, and documents or escalates issues with supporting evidence when needed.
• Owns the preparation, accuracy, and completeness of support records, logs, reconciliations, and case documentation to maintain audit readiness and control compliance.
• Analyzes recurring errors, cycle time delays, and service exceptions using available data and operational trends, and implements approved corrective actions to prevent recurrence.
• Translates changes in policy, procedures, system functionality, or business requirements into updated workflows, templates, job aids, and team guidance.
• Supports continuity of operations by directing cross training, adjusting work sequencing during volume spikes or absences, and helping maintain coverage across adjacent support processes.
• Prepares concise status summaries, exception reports, and recommended actions for management, including operational impacts, risks, and service implications.

High School Diploma/GED or equivalent experience required.

• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field required.
• Certification in IT service management, customer support, customer relationship management systems, process improvement, or equivalent certification 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. For…