Customer Service Supervisor - Veterinary

Cencora is hiring a Customer Service Supervisor to oversee customer service operations supporting veterinary and livestock production solutions through its MWI Animal Health business. The role supervises service queues and staff, resolves escalations, maintains service standards, and coordinates process improvements and cross-functional issue resolution.

Responsibilities:

• Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards
• Leads resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines
• Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels
• Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions
• Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment
• Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements
• Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness

Requirements:

• 3+ years of experience in customer service operations, contact center supervision, order management, or a related field required
• Bachelor's degree in business administration, operations management, supply chain, communications, or a related field preferred
• Certification in ITIL 4 Managing Professional (or ITIL 4 Foundation), Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner or equivalent certification preferred
• At least 2 years of experience in a management capacity preferred