Customer Engagement Manager - Animal Health

This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally.

The Customer Engagement Manager leads a fully remote team of Customer Engagement Representatives (CERs) whose primary focus is delivering a highquality, consistent, and supportive customer experience enabling prioritized commercial outcomes such as attainment, market share, customer satisfaction and customer adoption of new products and services. This team functions as the frontline resource for customers-resolving issues, providing expertise, supporting product needs, and ensuring a smooth, positive journey with every interaction as well as contributing to sales through a consultative approach. The Customer Engagement Manager provides strong virtual leadership, coaching, and operational oversight to elevate customerexperience outcomes, streamline support workflows, and ensure CERs feel confident and empowered in every customer interaction.

• Lead, coach, and develop remote CERs to deliver a consistently exceptional customer support experience, supported by effective consultative upselling and cross-selling recommendations aligned to customer needs.

• Monitor support quality, productivity, SLA attainment, and sales/experience outcomes: maintain team reporting and action plans.

• Plan and facilitate weekly virtual team meetings focused on customer support excellence, journey consistency, communication updates and experience driven selling.

• Partner with Sr Leaders and Regional Directors to cultivate a remote team culture centered on customerexperience excellence and aligned organizational priorities and coordination of virtual collaboration with Territory managers.

• Oversee workforce management within team to meet SLAs and budget targets, forecasting coverage needs, directing remote schedules, including work hours, work breaks, and PTO planning.

• Recruit, hire, onboard, and mentor CERs with an emphasis on customer support experience competencies such as empathy, problem solving, accuracy and follow through and integrating consultative selling skills appropriately.

• Implement inbound support engagement strategies that strengthen the customer journey, ensure timely and accurate issue resolution, and maintain consistency across remote touchpoints while identifying relevant, training opportunities.

• Implement outbound engagement programs rooted in proactive support followed by relevant, needs-based product or solution recommendations when appropriate.

• Handle customer escalations efficiently and professionally, ensuring quick resolution, clear communication and alignment with internal partners and crossfunctional teams to prevent reoccurring issues.

• Identify customer support and experience gaps and partner with Leadership and Learning & Development to deliver accessible, highimpact virtual training and development programs that strengthen support excellence and consultative sales confidence.

• Drive operating discipline to continuously improve the customer experience: Ensure adherence to standard work, documentation, and escalation paths; identify recurring issues and partner cross-functionally for permanent fixes.

• Coordinate remote training with vendor partners so CERs can confidently support customer needs and provide informed, customeraligned recommendations.

• Travel occasionally to designated locations for leadership development, alignment, and collaboration.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Advanced understanding of customer support workflows, remote team management, and consultative service practices to drive consistent execution, team performance, and alignment across multiple work areas.

• 5+ years of directly related or relevant experience, including 2+ years of customer support, customer experience, serviceoriented, or peopleleadership experience; remote or hybrid team leadership preferred.

• BS/BA in a related discipline or equivalent related experience; professional certification may be preferred or required.

• Advanced knowledge of call center leadership, Microsoft Office, and digital communication/collaboration tools required for effective remote leadership.

MINIMUM SKILLS & RESPONSIBILITIES:

• Customer Experience Excellence: Ensure CERs provide clear, timely, empathetic, high-quality support across all interactions; continually refine support practices to elevate the end-to-end customer journey.

• Evaluate Effectiveness: Analyzes customerexperience data, support metrics, sales data and team feedback to identify opportunities for continuous improvement, efficiencies and service delivery.

• Orient and Train: Executes virtual onboarding that emphasizes customerexperience expectations and fundamentals, communication standards, issues resolution and customer focused consultative selling.

• Demonstrate Interpersonal Skills: Communicates clearly, professionally, and empathetically across digital channels to support high quality customer experience and effective remote teamwork.

• Facilitate Meetings: Leads virtual meetings that focus on understanding customer needs, enhancing customer journey, and aligning goals.

• Foster Open Dialogue: Creates a transparent, supportive environment where remote CERs feel empowered to share customer feedback, raise concerns, and collaborate on improvements.

• Build Effective Teams: Strengthens cohesion and collaboration across a geographically dispersed team by promoting shared ownership of customerexperience priorities and aligned objectives.

• Build and Sustain Relationships: Develops trust with remote employees, crossfunctional partners, and customers through consistent communication, visibility, and dependable followthrough.

• Build a Sales System Through Experience: Integrates consultative, experienceled selling into customer interactions-leveraging customer insights to recommend relevant products and solutions.

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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