Client Performance Representative

AmerisourceBergen Services Corporation • Des Moines, WA • 3h ago

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
Job Details
This role is in support of Cencora's freight and logistics management service in the US marketed through our Triose business.
This person will serve as a primary point of contact for internal and external customers by delivering timely, accurate support for Triose products, services, and performance-related needs. Provide Level 1 assistance for portal/navigation, shipment visibility, reporting, access issues, and basic troubleshooting; intake, assess, and triage cases; resolve issues when possible and escalate to Level 2, operations, or carriers based on impact and urgency. Maintain clear, complete case documentation and proactive communications through resolution, coordinating service recovery follow-up to confirm corrective actions and restored service. Identify recurring issues and trends, contribute to continuous improvement, and create and maintain knowledge base content (FAQs, job aids, SOPs) to promote consistent service delivery. Collaborate cross-functionally to ensure coverage, meet service standards and response timelines, and actively model Triose's uplifting, positive, and supportive culture.
Serve as a primary point of contact for internal and external customers, providing timely and accurate information regarding Triose products, services, and performance-related inquiries.
Provide Level 1 support, including day-to-day assistance for portal/navigation questions, shipment visibility, reporting, access issues, and basic troubleshooting.
Intake, assess, and triage cases/tickets; resolve when possible and escalate to Level 2/IT/operations/carriers as appropriate based on severity, impact, and urgency.
Maintain clear and complete case documentation, including issue description, troubleshooting steps, status updates, and final resolution.
Communicate with incident reporting parties to confirm details, provide acknowledgements, set expectations, and deliver updates through resolution.
Coordinate and support service recovery efforts, including follow-up and confirmation of restored service or completed corrective actions.
Identify recurring issues and trends, notify team members/leaders, and contribute to continuous improvement and prevention efforts.
Create, maintain, and improve knowledge base content (documented resolutions, job aids, FAQs, and SOPs) to support consistent service delivery.
Provide proactive and timely customer communications to ensure satisfaction, minimize downtime, and support productivity.
Adhere to service standards, response timelines, and quality expectations; prioritize workload effectively in a fast-paced environment.
Partner with teammates across Customer Service and related functions to share knowledge, provide coverage, and support evolving solutions, while modeling and reinforcing Triose's uplifting, positive, and supportive culture.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Associate's Degree/Certification or related experience in a Logistics, Healthcare or Customer Service is a plus.
Typically has 1-3 years of relevant experience.
The hours for this role are 11am - 8pm EST.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology.
Demonstrated ability to learn customer support processes and techniques.
Good analytical skills
Ability to solve problems
Strong commitment to superior customer service
Motivated to co

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