Job Details
This role is in support of Cencora's patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.
The Team Lead, Customer Service is responsible for overseeing daily customer service operations, supporting team performance, and ensuring a high-quality customer experience. This role serves as a point of contact for escalations, coaches team members, monitors service levels, and helps drive continuous improvement across processes and customer interactions.
Responsibilities
•Lead, coach, and support a team of customer service representatives
•Monitor daily workflows, queues, and service levels to ensure timely issue resolution
•Handle escalated customer concerns with professionalism and urgency
•Provide ongoing feedback, training, and performance coaching to team members
•Assist with onboarding new employees and supporting team development
•Track and report on key performance indicators such as response times, resolution rates, customer satisfaction, and productivity
•Identify process improvement opportunities to enhance service quality and efficiency
•Collaborate with other departments to resolve complex customer issues
•Ensure compliance with company policies, procedures, and service standards
•Support scheduling, workload balancing, and coverage planning
Qualifications
•Bachelor's degree in business, communications, or a related field preferred
•4+ years of customer service experience
•1+ years of leadership, supervisory, or mentoring experience preferred
•Strong problem-solving and conflict-resolution skills
•Excellent verbal and written communication skills
•Ability to manage multiple priorities in a fast-paced environment
•Experience using customer service platforms, CRM systems, and Microsoft Office tools
•Strong analytical skills with the ability to interpret performance metrics
•Bilingual in English and French is an asset
Required Skills
•Team leadership and motivation
•Customer issue resolution
•Coaching and employee development
•Performance management
•Process improvement
•Time management and organization
•Collaboration and cross-functional communication
•Decision-making and accountability
Preferred Characteristics
•Customer-focused mindset
•Calm under pressure
•Adaptable and proactive
•Detail-oriented
•Positive and professional attitude
Work Environment
•Remote position and may on occasion require in office availability.
•May require flexibility in schedule based on team coverage and customer demand.
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 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
