[Remote] Senior Strategic Accounts Specialist

Note: The job is a remote job and is open to candidates in USA. Cencora, through its MWI Animal Health business, provides veterinary and livestock production solutions for animal health markets. The Senior Strategic Accounts Specialist manages strategic account relationships, delivers customer service, coordinates billing, contracts, orders, reporting, and collaborates with internal teams to resolve customer issues and improve operations.

Responsibilities

• Seek to understand the needs of the Strategic Accounts
• Provide all facets of customer service. This includes high volume phone support and response to email inquiries, in a timely and professional manner
• Service customer calls, emails and faxes by responding to general inquires, concerns and requests
• Reconcile potential damaged and lost shipments. Including processing product returns and credits
• Generate and customize weekly reports and ad hoc requests as required
• Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility
• Responsible for analyzing and investigating customer issues and taking the appropriate action, in a professional and timely manner
• Assist with the on boarding and training of all new associates as necessary with call intake, handling customer inquiries, and system procedures
• Assist with analytical solutions and procedure documentation
• Provide accurate information regarding products, pricing, services, policies and procedures
• Maintain detailed records of customer interactions/communications in CRM (Orbit) system
• Ability to handle escalated issues by proactively evaluating and recommending solutions to MWI/MVH management for customer challenges including working with internal/external customer groups to resolve customer concerns
• Makes suggestions and recommendations to supervisor and/or manager to continually improve customer service operations
• Completes assigned special projects
• Maintain MBX email inbox of COUPA orders

Skills

• Normally requires two (2)+ years directly related experience or Bachelor's degree
• Advanced Excel skills are necessary
• Proficiency with Word and Outlook is needed
• Proven experience in a customer service role
• Strong verbal and written communication skills
• Excellent problem solving and conflict resolution abilities
• Ability to handle multiple tasks, demonstrate critical and analytical thinking
• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects
• Knowledge in customer service operations and transaction support processes
• Knowledge in customer information management, record maintenance, and documentation practices
• Knowledge in billing, payment, and reporting processes within an operational environment
• Knowledge in quality control principles, service measures, and escalation practices
• Knowledge in Microsoft Office applications and standard business systems
• Ability to communicate effectively in writing and verbally with customers and internal stakeholders
• Ability to organize workload, manage priorities, and handle multiple tasks within defined timelines
• Ability to review data and documentation for completeness, accuracy, and consistency
• Ability to analyze operational information and numerical data to identify issues or variances
• Ability to resolve routine operational issues by applying defined procedures and judgment
• Ability to work independently within established guidelines and collaboratively across functions
• Ability to maintain attention to detail in a structured service environment
• Veterinary clinic experience desirable

Benefits

• Medical care
• Dental care
• Vision care
• Support for working families, which may include backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Opportunities to participate in mentorship programs
• Employee resource groups
• Volunteer activities
• Remote work arrangement

Company Overview