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Job Details

This  Sr Program Support Specialist role will operate as the primary escalation point of contact for internal/external project needs.  They will collaborate with the manager to develop and monitor Key Performance Indicators (KPIs) to ensure highest standards of customer support is achieved.  This role helps with the efficient sourcing of inventory and ad-hoc report generation in support of customer inquiries and/or manager requests to mitigate current and future challenges ensuring continuous customer support. The incumbent will contribute to continuous improvement efforts targeted at enhancing the customer experience.

Responsibilities:

• Understands and is knowledgeable on all aspects of the Program.

• Supports Program Manager with all day-to-day operational aspects of the Program to drive seamless execution of the program.

• Acts as main point of contact for customers, owning and resolving customer questions/concerns from beginning to end and ensuring final communication to customers.

• Proactively communicates, in coordination and direction from the Program Manager, any issues with the Program and answer follow-up questions/concerns from customers.  

• Manages, with direction and support from the Program Manager, Program implementation, ensuring all tasks are effectively completed to provide a seamless launch to Program customers.

• Presents updates during Monthly Program Meetings to keep Program Manager up to speed on current Program success/challenges/opportunities.

• Works in coordination with the Program Manager to run reports and gather information to support issue resolution and enhancements to the program.

• Works closely with the Program Manager to report KPI data in efforts to identify trends, bandwidth, and opportunities to streamline and enhance expected performance.

• Provides and supports customer training and communication for Program onboarding.

• Provides training to customer-facing teams on the Program to answer high level Program questions.

•  Participates in customer and sales calls as the SME to support Program questions.

• Maintains all relevant Program participant contact information.

• Collaborates with internal teams’ subject matter experts to resolve Program issues.

• Responsible for maintaining deep knowledge of internal Cencora contacts and processes to facilitate timely resolution of escalated issues.

• Joins all relevant internal calls to understand issues, updates, and changes to the Program.

• Tracks all customer issues to be reviewed with/by the Program Manager.

• Must be willing to travel up to 25% of the time (including overnight travel) as required to effectively manage Program.

• Performs related duties as assigned

Education:

Requires broad training in fields such as business administration, accountancy, computer sciences or similar vocations generally obtained through completion of a four-year bachelor’s degree; normally requires a minimum of three (3) years directly related and progressively responsible Services. Pharmacy Technician Certification and/or hospital experience preferred.

Knowledge and Skills:

• Strong organizational skills; attention to detail

• Ability to communicate effectively both orally and in writing

• Strong customer service skills

• Excellent follow-up skills

• Strong interpersonal skills

• Strong time management skills

• Good understanding of specific Hospital and/or Community & Specialty business segments

• Good understanding of Cencora business units

• Up-to-date knowledge of Microsoft office software

• Ability and commitment to identify opportunities to enhance customer experience 

• Ability to engage, inspire and drive results 

• Understands values and needs of customers and can assess changing market conditions

• Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships

• Strong creativity and innovation skills; focused and disciplined

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