Customer Engagement Representative II

Summary:

Under general supervision of the Manager, the –Customer Engagement Representative II is responsible for placing proactive outbound calls to established accounts and potential prospects. The Inside Sales Specialist II – Territory has an assigned territory or accounts, and is responsible for developing, maintaining, and implementing long-term business partnerships with assigned accounts. This position is responsible for driving revenue growth and customer satisfaction by assisting accounts using both incoming and outbound sales strategies and superior customer service skills.

Primary Duties and Responsibilities:

Customer Engagement Representative II:

• The Customer Engagement Representative engages with and supports all customers by helping them achieve their objectives throughout the customer journey

• The Customer Engagement Representative will assist all MWI customers by answering incoming requests via all communication channels

• The Customer Engagement Representative is responsible for delivering a best-in-class customer experience to targeted customers within an assigned territory, in partnership with Territory Managers

• This role collaborates with Territory Managers to shape and implement long-term business relationships to drive growth and win or maintain market share

• The Customer Engagement Representative will also cultivate business for the territory by engaging designated customer segments through outstanding customer support and targeted upselling activities

Key accountabilities: Achieve customer experience and retention goals through market-leading customer support:

• Answer incoming customer requests from the general phone queue and assigned accounts

• Place sales orders and resolve customer questions and issues through email and phone

• Help customers find and order products and solutions through research

• Educate customers on products and solutions within the MWI catalogue

• Maintain frequent contact and collaborate with internal partners to address all issues within assigned area of responsibility

• Maintain strong knowledge of products, services, overall customer needs, industry trends through assigned training and meetings

• Escalate issues and customer challenges and make recommendations to manager or relevant team to improve the customer and employee experience

Partner with Territory Managers on assigned accounts to achieve assigned territory goals:

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

• Collect, maintain and share customer insights with Territory Manager to assist in territory and customer planning; ensure customer data and call notes are consistently entered into appropriate systems

• Assist in processing orders and addressing customer needs for assigned territory

• Monitor backorders and communicate to customers as items become available

• Attend assigned customer meetings as needed

• Identify upselling opportunities and communicate specials and promotions to assigned accounts in alignment with territory strategy to achieve revenue and market share goals

Required Skills and Qualifications:

• Ability to solve problems and handle multiple tasks in a fast-paced environment

• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects

• 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

• Virtual/remote work environment:  Comfortable and responsible to work in a virtual environment

• Requires extended hours on a computer

• Ability to deal with stressful situations as they arise

• Comfortable with technology (email, cloud-based systems, Microsoft tools, etc)

• Must meet minimum technology requirements to perform job duties

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

• Two or more years of customer service experience in a call center environment and/or sales background

• General experience in the animal health industry is preferred 

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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