eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.
About the role
- Customer Service Team Lead supporting Cencora’s Canadian patient and provider support services. Leading operational workflows, escalations, reporting, and service readiness through Innomar Strategies.
Responsibilities
- Lead the conversion of commercial terms and service entitlements into clear operational requirements, SLAs, and definitions of done
- Align cross-functional partners on intake, routing, and resolution workflows
- Clarify ownership, handoffs, and adherence to controls
- Analyze case trends, backlog drivers, and capacity signals
- Recommend data-driven improvements considering constraints and risk
- Shape service playbooks, standard operating procedures, and knowledge articles
- Update templates and enablement materials to institutionalize changes
- Oversee readiness for new offerings and campaigns
- Confirm volumes, policies, disclosures, and support paths with adjacent teams
- Lead complex escalations and complaint reviews
- Synthesize stakeholder input, document decisions, and ensure audit-ready records
- Define KPIs, benefits tracking, and leading indicators to guide planning and issue prevention
Requirements
- High School Diploma/GED or equivalent experience required
- 3+ years of experience in logistics operations, transportation administration, fleet coordination, customer service operations, order management, or a related field required
- Bilingualism is an asset
- Associate's degree in logistics, supply chain, transportation, business administration, operations, or a related field, or equivalent experience preferred
- Certification in Certified Supply Chain Professional (CSCP), Certified Logistics, Transportation and Distribution (CLTD), Certified in Planning and Inventory Management (CPIM), or equivalent certification preferred
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
Job title
Job type
Experience level
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