Customer Service, Team Lead

This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

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.

• Leads the conversion of commercial terms and service entitlements into clear operational requirements, SLAs, and definitions of done.
• Aligns cross‑functional partners on intake, routing, and resolution workflows; clarifies ownership, handoffs, and adherence to controls.
• Drives analysis of case trends, backlog drivers, and capacity signals; recommends improvements grounded in data, constraints, and risk.
• Shapes service playbooks, standard operating procedures, and knowledge articles; updates templates and enablement materials to institutionalize changes.
• Oversees readiness for new offerings and campaigns by confirming volumes, policies, disclosures, and support paths with adjacent teams.
• Leads complex escalations and complaint reviews; synthesizes stakeholder input, documents decisions, and ensures audit‑ready records.
• Aligns measurement and reporting by defining KPIs, benefits tracking, and leading indicators that guide planning and issue prevention.
• Bilingualism is an asset.

Education:

• High School Diploma/GED or equivalent experience required.
• Associate's degree in logistics, supply chain, transportation, business administration, operations, or a related field, or equivalent experience preferred.
  

Work Experience:

• 3+ years of experience in logistics operations, transportation administration, fleet coordination, customer service operations, order management, or a related field required.

Certifications:

• Certification in Certified Supply Chain Professional (CSCP), Certified Logistics, Transportation and Distribution (CLTD), Certified in Planning and Inventory Management (CPIM), or equivalent certification 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.

Full time

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

Accessibility Policy

Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

This posting is intended to fill an existing vacancy for our Customer Service, Team Lead role.Affiliated Companies:Affiliated Companies: Innomar Strategies