Customer Service Senior Analyst - CuraScript SD - Lake Mary, FL

The Customer Service Senior Analyst is primarily responsible for supporting CuraScript SD’s ecommerce platform. Working with the Senior Manager of Digital Services, this role will provide input and recommendations on support and admin processes related to commerce. They will manage and be accountable for on-boarding customers, resolving service requests, assist with training and reporting metrics. The Customer Service Senior Analyst is a cross-functional role, working with external customers, vendors and internal partners, such as Sales, Marketing, Customer Service, Procurement, Accounts Receivable and Technology. Communicating and collaborating with these stakeholders, this role helps with facilitating with setting up Commerce account access, contributing to relevant content within the Commerce site, and assisting improvements which enhance the customer experience.

What will you be doing?

• Primarily responsible for incoming calls from customers using our Commerce platform: assisting with online access, ordering, and other technical needs

• Manage day-to-day Commerce on-boarding activities and issues resolution. Involves working with both internal stakeholders and external customers

• Utilize SAP S4 Hana and SAP Backoffice Support to administer and maintain commerce components

• Gather feedback from customers and internal stakeholders to understand and recommend product improvements

• Cross train and serve as back-up for other areas within Digital Services

What will you need?

• Bachelor’s degree or equivalent experience, preferred

• 1+ year of relevant customer service or ecommerce experience

• Microsoft office, Avaya or similar phone platform experience

• Strong analytical and technical abilities

• Self-motivated, quick learner, organized, and detail-oriented

• Ability to quickly and effectively switch between initiatives

• Prioritize workload and meet deadlines

• Demonstrate initiative with a results-oriented mindset

• Understanding of sales, sales cycle and ecommerce platforms 

• SAP experience a plus

• Specialty Product, Supply Chain and SAP Commerce product knowledge a plus

• This is a hybrid role and will require the ability to work in-person

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.