Customer Services Advisor

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.

This role is in support of Cencora's wholesale distribution services in Europe operating through our Alliance Healthcare business. It is a fast‑paced telephone‑based role based in South Normanton, Derbyshire. Full‑time hours are 38 per week, rotated between 9 am – 6 pm Monday – Friday and one Saturday in six. Part‑time hours (20 per week) are also considered, working either 9 am‑1 pm or 2 pm‑6 pm Monday to Friday.

Responsibilities

• Handle all incoming contacts from internal and external customers via phone, fax or email, ensuring the accuracy and timeliness of all orders and invoices.
• Process customer order requests accurately and promptly, responding to enquiries with a knowledgeable and professional approach.
• Maintain detailed records by logging all activity in the appropriate system.
• Support other teams within Customer Service and undertake general administrative tasks as required.
• Own performance to meet agreed KPIs and objectives.
• Respond to customers’ price and product information enquiries, ensuring they are informed of specific ordering requirements and that queries are logged for future reference.
• Follow correct processes and procedures when processing customer orders, capturing all data methodically and providing the appropriate ETA based on supply chain information.
• Own any customer issues, logging them and keeping the customer regularly updated on progress until a successful conclusion is reached.
• Handle customer objections professionally and strive to resolve issues to restore the customer’s confidence in Alliance Healthcare, avoiding escalation or credit claims where possible.
• Manage general administrative tasks such as post distribution, incoming email and fax queues, ensuring archiving and filing are up to date.
• Ensure personal performance meets all KPIs, objectives and SLA requirements as agreed by your line manager.
• Adhere to all current HR policies and procedures, security procedures and statutory regulations, including the Health & Safety policy.
• First and foremost, love talking to people and be passionate about delivering excellent customer service.

Qualifications & Desired Attributes

• Ideally have previous customer service experience, or strong interpersonal skills and the ability to build relationships over the telephone.
• Basic understanding of technology with good keyboard skills; attention to detail is essential for quick and accurate data entry into various systems.
• Previous experience of working to targets and SLA’s.

Benefits

• Employee assistance programme with legal and financial advisors as well as mental health counselling.
• Perks at Work with discounts in various retailers.
• Access to Mental Health First Aiders.
• Contributory Pension Scheme after 3‑month service.
• Cycle to Work Scheme.
• Service‑Based Holidays.
• Career Development and internal progression opportunities.
• Up to two paid Volunteer days (pro‑rata for part‑time) per calendar year to carry out volunteer activities.

Benefit offerings outside the US may vary by country and will be aligned to local market practice. Eligibility and effective dates may differ for some benefits and for team members covered under collective bargaining agreements.

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 accommodation requests will not be returned.