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Cencora · 2 weeks ago

Sr Program Support Specialist

United, PA

Full-time

Hybrid

Mid, Senior Level

$74K/yr - $106K/yr

3+ years exp

Cencora is an innovative company dedicated to creating healthier futures. The Sr Program Support Specialist will be the primary escalation point for internal and external project needs, ensuring high standards of customer support while collaborating with the Program Manager to enhance the customer experience.

Emergency MedicineEnterprise SoftwareHealth CareMedicalPharmaceutical

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

Qualification

Customer service skillsOrganizational skillsCommunication skillsMicrosoft OfficeTime management skillsInnovationFollow-up skillsBusiness segmentsEnhance customer experienceEngageInspireInterpersonal skillsCreativityAttention to detail

Required

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

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