Customer Care Specialist

The Support Consultant is responsible for delivering high-quality operational support to pharmacies across Norway. This role ensures effective handling of technical issues, system access, ordering processes, product information requests, and platform-related inquiries.

The consultant will have overall governance and will work closely with IT, wholesalers, master data, market teams, and pharmacy operations to ensure efficient resolution of cases and strong delivery service aligned with defined response times.

This role is critical for maintaining stable operations in pharmacies and ensuring that employees have the tools, systems, and information they need to operate effectively and comply with internal procedures.

Responsibilities:

• Resolve recurring cases and drive root-cause resolution, and ensure consistent outcome through documentation and follow-up
• Create tickets to system vendor for Ascent (LS Retail) for bugs
• IT Coordination: Coordinate network and other technical needs with internal stakeholders, ensuring changes are orders and delivered
• Finance & SAP: Handle finance-related inquiries (e.g., invoicing, credits, settlements)
• Pricing & Campaigns: Resolve issues affecting campaigns (campaign set-up and coupons)
• Supply chain handling: Support claim/return flows and delivery exceptions, including documentation issues and corrective actions related to deliveries and goods movement (ASN documents and goods receipt)
• Operational process troubleshooting: Identify and correct issues in invoice and goods receipt processes, including coordinating or performing necessary manual corrections in core systems (SAP/Ascent).

• 2–5 years’ experience in customer support, IT support, service desk, pharmacy operations, or similar.
• Experience working in service environments with defined SLAs.

Skill and Knowledge:

• Strong English communication skills (written and verbal)
• Strong Norwegian communication skills
• Basic understanding of IT systems, user management, and troubleshooting
• Knowledge of supply chain processes and order management
• Experience of working with back-office tasks on a regular basis
• Experience from pharmacy, healthcare, or retail operations is an advantage
• Strong service mindset and customer orientation
• Ability to prioritize and manage multiple tasks simultaneously
• Analytical problem-solving and structured approach to case handling
• Clear communication and ability to explain technical concepts to non‑technical users.
• Collaborative mindset with ability to work cross-functionally
• Quickly acquires new knowledge. 

Cencora offers a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, boundless learning opportunities, and a global Employee Assistance Program. Cencora has a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of a purpose-driven, multicultural team now and help create healthier futures.