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Job Details

Our Digital Innovation team provide software solutions across our businesses for use by both internal and external customers.

As an integral part of the DI team, the purpose of this role is to provide world-class software support for the portfolio of products in Trial Master File and other software business solutions.  In addition, this role has the added responsibilities of leading a friendly team to exceed expectation, whilst providing coaching and guidance to ensure they feel supported, rewarded and deliver excellent service to our customers.

Key Activities

To lead, coach and guide a team responding to product questions, incidents, tasks and problems to ensure compliance and work standards are high

Bring values of being passionate about service and support, pride in your work, and a drive to always improve into the team your lead

Support, coach and guide the team, to ensure they are engaged, performing and working together to deliver results for our customers and the business

Have the ability to apply higher levels of customer communication to respond accordingly to some if the more complex enquiries we might have

Have the ability to perform reproduction and investigation of issues in test systems, providing clear escalation to understand root cause and actions required

Encourage a culture to ensure knowledge articles are raised internally and externally to bring quicker answers to our users in the Help Centre

Using a suite of service desk tools such as Zendesk and Jira ensure appropriate information is correctly captured and shared in a timely manner 

Quickly identify incidents needing priority attention, immediately highlighting them, running playbooks and taking appropriate action 

Analyze and investigate enquiries, replicate behaviour & build supporting evidence to resolve & respond, assign or escalate to a timely conclusion within SLAs

Collaborate with many other teams in a larger business for example 1st, 2nd & 3rd line, Delivery, Customer Success, Product Owners and Managers

Work with responses from other teams to promptly implement improvements in the best interest of customers & the business 

Be a key point of communication with colleagues and customers and build trust to enhance relations ensuring communications are appropriate, positive, and timely 

Patiently & clearly guide users through our systems & any questions they have 

Drive service improvement & positively embrace change to improve our quality of service 

Be able to multitask concurrent issues & differing priorities maintaining a strong work ethic 

And know our products inside out, from both a user and support perspective, and apply yourself to learn new technologies as they are introduced 

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Required Skills & Experience

This role would suit an experienced Customer Service or Customer Support professional familiar with providing technical guidance via a service desk, combined with experience of leading a small team:

An excellent level of verbal and written English;

An interest in Technology;

The ability to read people, situations and communicate accordingly;

The patience to listen, and the skills to transfer knowledge & guide others;

The ability to multitask and prioritize;

A customer focused ‘can-do’ attitude;

The ability to apply yourself to learning how to support a portfolio of products

We are open for hybrid and remote work model.

Please note there will be infrequent travels required to our office in Lublin.

#hybrid #remotework

What Cencora offers

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

Full time

Affiliated CompaniesAffiliated Companies: PharmaLex GmbH

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