Customer Engagement Representative

This role is in support of Cencora's distribution services in the US operating through our AmerisourceBergen business.

Shift Details: 8am-5pm CST

Pay Details: $21/hr-$22/hr

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

Responsibilities:

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts.

• Answers incoming calls from assigned accounts to take sales orders and/or handle customer service issues.

• Initiates proactive calls to established accounts in order to grow sales revenue and develop customer loyalty.

• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners.

• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts.

• Assist accounts with questions or concerns while maintaining a professional and friendly attitude.

• Assist accounts with the return of incorrect or damaged merchandise within the guidelines established by Animal Health and the manufacturers we represent.

• Attend weekly sales meetings to keep informed on new products, changes within the industry, and changes within Animal Health.

• Process orders for assigned territory

• Monitor backorder status for accounts.

• May gather information regarding assigned territory or accounts and share any necessary information with TM partner

• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information, which might affect or benefit the account and the Company.

• Support general queue sales calls.

• Travel requirements are minimal.

• Associate’s degree in Veterinary Technology or bachelor’s degree in an animal health field or equivalent agricultural degree is preferred.

• 3 years’ experience working in a veterinary clinic or 2 or more years of progressively responsible experience in an animal health call center environment is preferred.

Skills and Knowledge:

• Know the Product: Displays knowledge and proficiency in explaining, selling, and administering products; refers customers to appropriate resources within the organization.

• Speak Effectively: Speaks effectively in individual or group situations (e.g. meetings, presentations, interviews) including appropriate nonverbal communications; able to recognize and present information to others; recognizes different methods for communicating the same information and selects the best method; strives for positive, high-impact delivery.

• Customer Service: Is customer oriented, sensitive, and responsive to customer needs and priorities; establishes effective working relationships with customers and gains their respect and loyalty; identifies and takes appropriate action on customer needs.

• Sense of Urgency: Demonstrates the ability to respond quickly to changes in day-to-day operation as it relates to department priorities.

• Self Motivated: Develops work objectives and action plans for self; establishes realistic priorities, personal checkpoints and performance indicators; develops an effective strategy for reporting progress and ensuring accomplishment of goals.

• Work Commitment: Pursues commitments and action plans until the desired objective is achieved or is no longer reasonably attainable; strives to achieve organizational and individual performance goals; willingly expends extra effort when necessary to get the job done.