Client Performance Representative

This role is in support of Cencora's freight and logistics management service in the US marketed through our Triose business.

This person will serve as a primary point of contact for internal and external customers by delivering timely, accurate support for Triose products, services, and performance-related needs. Provide Level 1 assistance for portal/navigation, shipment visibility, reporting, access issues, and basic troubleshooting; intake, assess, and triage cases; resolve issues when possible and escalate to Level 2, operations, or carriers based on impact and urgency. Maintain clear, complete case documentation and proactive communications through resolution, coordinating service recovery follow-up to confirm corrective actions and restored service. Identify recurring issues and trends, contribute to continuous improvement, and create and maintain knowledge base content (FAQs, job aids, SOPs) to promote consistent service delivery. Collaborate cross-functionally to ensure coverage, meet service standards and response timelines, and actively model Triose's uplifting, positive, and supportive culture.

• Serve as a primary point of contact for internal and external customers, providing timely and accurate information regarding Triose products, services, and performance-related inquiries.

• Provide Level 1 support, including day-to-day assistance for portal/navigation questions, shipment visibility, reporting, access issues, and basic troubleshooting.

• Intake, assess, and triage cases/tickets; resolve when possible and escalate to Level 2/IT/operations/carriers as appropriate based on severity, impact, and urgency.

• Maintain clear and complete case documentation, including issue description, troubleshooting steps, status updates, and final resolution.

• Communicate with incident reporting parties to confirm details, provide acknowledgements, set expectations, and deliver updates through resolution.

• Coordinate and support service recovery efforts, including follow-up and confirmation of restored service or completed corrective actions.

• Identify recurring issues and trends, notify team members/leaders, and contribute to continuous improvement and prevention efforts.

• Create, maintain, and improve knowledge base content (documented resolutions, job aids, FAQs, and SOPs) to support consistent service delivery.

• Provide proactive and timely customer communications to ensure satisfaction, minimize downtime, and support productivity.

• Adhere to service standards, response timelines, and quality expectations; prioritize workload effectively in a fast-paced environment.

• Partner with teammates across Customer Service and related functions to share knowledge, provide coverage, and support evolving solutions, while modeling and reinforcing Triose's uplifting, positive, and supportive culture.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Associate's Degree/Certification or related experience in a Logistics, Healthcare or Customer Service is a plus.

• Typically has 1-3 years of relevant experience.

• The hours for this role are 11am - 8pm EST.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology.

• Demonstrated ability to learn customer support processes and techniques.

• Good analytical skills

• Ability to solve problems

• Strong commitment to superior customer service

• Motivated to collaboratively work in a team environment

• Thrives in a fast paced, sometimes demanding role

• Exhibits strong oral and written communication skills

*Please note, the hours for this role is 11am - 8pm EST.

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

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

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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