Job Details
This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment. Presente duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.
- Performs customer service operations by monitoring service delivery performance, tracking key metrics (response times, resolution rates, customer satisfaction), identifying service gaps, and implementing corrective actions to maintain service level agreements and quality standards.




- Coordinates operational excellence initiatives by documenting current state processes, conducting workflow analyses, identifying inefficiencies, developing improvement recommendations, and implementing process enhancements that reduce cycle times, eliminate waste, and improve customer experience.
- Facilitates operational interfaces and stakeholder coordination by supporting communication between customer care teams, operations units, quality assurance, IT systems, and regional offices to ensure seamless handoffs, resolve cross-functional issues, and maintain operational continuity.
- Conducts performance analysis and reporting by collecting service data from multiple systems, creating dashboards and reports, analyzing trends and patterns, presenting insights to management, and recommending actions to address performance gaps or emerging issues.
- Implements quality assurance and compliance activities by monitoring adherence to standard operating

📌 Administrator I, Customer Service Operations (Bogotá, D.C.)
🏢 World Courier de Colombia
📍 Bogotá, D.C.