Cencora · 10 hours ago
Senior Manager - Customer Service
Carrollton, TX
Full-time
Onsite
Senior Level, Lead/Staff
11+ years expCencora is an innovative company dedicated to creating healthier futures, and they are seeking a Senior Manager - Customer Service. The role involves leading a team focused on technical support for regulatory compliance and performance optimization within customer service and operational departments, while developing and managing compliance programs and training.
Emergency MedicineEnterprise SoftwareHealth CareMedicalPharmaceutical
Responsibilities
Lead a team focused on technical support in the areas of documentation review, all aspects of regulatory review and compliance, training, and performance optimization for World Courier operational and customer service departments
Provide technical support for customer service and operations
Create issue resolutions by reviewing customer service and operational issues as they relate to Standard Operating Procedures (SOPs)
Assist in the creation of client specific and operational SOPs, as well as develop service options by researching and providing new World Courier and vendor options
Implement and understand new technology to increase productivity and performance
Develop and manage a comprehensive and coherent expert compliance management program for Operations and Customer Service
Keep a log of issues related to non-compliance and provide a monthly report to the US Director of Customer Service and the US Director of Operations
Work with the Customer Service and Gateway Managers to establish procedures for handling regulated shipments, including Dangerous Goods, to mitigate compliance risk
Develop and conduct annual compliance awareness training related to US export regulations (EAR, ITAR, OFAC, DEA, US FWS, FTR, etc.)
Conduct periodic internal export compliance audits (risk assessment) to identify areas of vulnerability and implement preventive actions and training to mitigate compliance risk
Communicate regulatory changes in US Export regulations as well as answer clients’ inquiries related to US Export regulations and World Courier policy and practices
Resolve export compliance issues and communicate new procedures – if warranted and necessary – to mitigate export compliance risk
Liaise with World Customs Brokerage on best practices and procedures for shipments subject to export clearance (US Fish & Wildlife, ITAR, etc.)
Qualification
Required
Eleven years of progressively responsible experience in customer success, account management, business development or a related role within the supply chain and clinical trial supply industry
Experience must include: Acting as an account owner to ensure improved NPS satisfaction, loyalty, and identification of growth opportunities
Triage, matrix, and project management skills for global pharmaceutical logistics
Transforming logistics performance analytics into actionable insights for continuous improvement of logistical supply chain, including defining and tracking key performance indicators (KPIs) and customized action plans at the customer level to resolve immediate concerns and enhance long-term customer satisfaction and life cycle
Developing new service offerings in keeping with changing market and customer behaviors in pharmaceutical logistics, including collaborating with cross-functional product teams to align solutions with evolving customer needs
Performing go-to market planning at the customer level inclusive of supply chain logistics support, packaging, pricing, and temperature management applications compliant with Good Distribution Practice (GDP) considerations in a pharmaceutical logistics industry
Managing business transformation projects, including process improvement, automation, and efficiency initiatives for pharmaceutical logistics
Benefits
Medical, dental, and vision care
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
Company
Cencora
Cencora is a global healthcare company that advances the development and delivery of pharmaceuticals and healthcare products.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$4.83B2024-12-02Post Ipo Debt· $1.8B
2024-02-05Post Ipo Debt· $500M
2022-11-07Post Ipo Secondary· $500M
Leadership Team
Robert Mauch
President and Chief Executive Officer
Mike Baca
Senior Director, AI Platforms & Solutions
Recent News
2026-01-23
2026-01-22
Company data provided by crunchbase