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.
Executes customer operations and service support activities in accordance with established procedures, service-level expectations, and quality standards.
Coordinates and prioritizes an assigned queue of cases, requests, transactions, or service tasks to ensure timely completion and accurate handoffs.
Reviews customer, transaction, or operational data to identify discrepancies, correct issues within authority, and document actions taken.
Communicates with internal teams and approved external contacts to obtain missing information, clarify requirements, and resolve routine to moderately complex issues.
Maintains complete, accurate, and audit-ready records in applicable systems to support traceability, compliance, and operational continuity.
Uses standard reports, checklists, and basic analysis to monitor work, reconcile differences, and identify common error patterns.
Escalates atypical or higher-complexity issues with a clear problem statement, relevant evidence, actions already taken, and recommended next steps.