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Job Details

Summary:

Under general direction of the Manager of Customer Implementation, the Customer Onboarding Specialist will have direct ownership of the customer onboarding process for identified customers. The Onboarding Specialist’s primary focus is to ensure a positive customer experience during the onboarding process. By collecting actionable insights into customer behavior prior to contract execution, the Onboarding Specialist will be accountable for working with internal and external stakeholders to support each onboarding, reaffirming and/or redefining the process while aligning with and supporting Cencora initiatives.

Primary Duties and Responsibilities:

• Contributes to the development, documentation, and implementation of a standardized onboarding approach from contract execution to post implementation analysis for Medication Tray and other products as assigned

• Facilitates new customer onboardings (onsite and/or remote) by collaborating cross-functionally with internal and external counterparties, including but not limited to various Operations teams and our external customers

• Establishes onboarding timelines, conducts customer kickoff calls, manages timelines and expectations, conducts system and hardware training and configuration

• Understands the different customer account structures and legal documentation required to establish new accounts

• Utilizes mechanisms (ie. survey) to capture and document customer requirements with a systematic, streamlined methodology

• Ensures all necessary account documentation is received and validated in a timely manner

• Communicates updates to the Cencora business pipeline (ie. Onboarding Dashboard) of pending account Go-Lives to all levels of the company and customer participants in technical and pos go-live support at customer locations or remote

• Manages, tracks, and escalates key milestones and deliverables to ensure customer expectations are being met

• Resolves issues through coordination with various teams, including senior level executives

• Ensures completion of all internal deliverables prior to account go live (via the Onboarding Dashboard utilized to streamline the overall process.)

• Conducts periodic post onboarding reviews via surveys; analyzes results and makes recommendations in accordance with findings.

• Identifies opportunities for improvement within the onboarding process

• Participates in strategic initiatives that will continue to enhance and further streamline the onboarding process

• Performs related duties as assigned

Required Skills and Qualifications:

• Requires experience in fields such as business administration, sales, marketing, RFID Technology or similar vocations generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education; normally requires a minimum of three (3) years equivalent experience

• A successful candidate will have a demonstrated ability to build rapport and relationships with customers/business partners, a deep commitment to customer service, and strong interpersonal skills required to operate well in a team environment across multiple groups

• Candidates must have the ability to complete work with minimal oversight

• Strong customer focus and ability to partner with various internal groups, including senior leaders and front office

• Ability to successfully influence many different groups and individuals to deliver high quality and timely results

• Ability to directly address conflicts and escalate issues where appropriate

• Excellent analytical, problem solving, and time management skills

• Proven organization and prioritization skills

• Strong written and verbal communication skills

• Results driven, with strong attention to detail

• Adaptable, flexible and willing to work in a dynamic environment

• Comfortable working with a team and individually to deliver results

• Strong working experience with Microsoft applications, with a particular strength in Word, Access, Excel, and PowerPoint

• Demonstrated ability to build and interpret reports