Team Lead, Customer Service - Specialty
Cencora
Cencora seeks a Customer Service Team Lead to manage operations for patient and provider support services in Canada. The role involves translating commercial requirements into operational workflows, leading process improvements, and overseeing escalations and compliance across cross-functional teams.
Responsibilities
- Convert commercial terms into operational requirements, SLAs, and service definitions
- Align cross-functional teams on intake, routing, and resolution workflows with clear ownership
- Analyze case trends and capacity signals to recommend data-driven improvements
- Develop and maintain service playbooks, standard operating procedures, and knowledge materials
- Lead escalations and complaint reviews; ensure audit-ready documentation and stakeholder alignment
Requirements
- High school diploma or equivalent required
- 3+ years in logistics operations, customer service operations, or related field
- Associate's degree in logistics, supply chain, or business administration preferred
- Supply chain or logistics certification (CSCP, CLTD, CPIM) preferred
- Bilingualism is an asset
Vacancy posted 7 days ago
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