Senior Representative, Customer Service

What Customer Service Operations contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Job Summary

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions.

Responsibilities

Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.

Manages customer account activity including, but are not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.

Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Collects and reviews customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.

Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.

Supports process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and ultimately customer service.

Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.

Communicates with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.

Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.

Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.

Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.

Redirects customers to applicable in-house resources as necessary.

Supports general post-sales issues resolutions as necessary.

Problem resolution for customer orders

Managing 3-4 accounts daily

Enter and process orders within an internal database for order management

Running reports in Microsoft Excel and analyzing for accuracy

Follow the customer order through its full life cycle

Responsible for handling 20-40 inbound and outbound calls, with ability to determine needs and provide one call resolution

Investigate and resolve customer inquiries and concerns in a timely manner

Enter detailed information into company proprietary software while conversing via telephone

Place outbound phone calls for customers, confirmations or to obtain missing information

Working with other internal team members regarding next steps and following escalation protocol

Qualifications

1-3 years of experience preferred.

High School Diploma, GED or technical certification in related field or equivalent experience preferred.

What is expected of you and others at this level

Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments

In-depth knowledge in technical or specialty area

Applies advanced skills to resolve complex problems independently

May modify process to resolve situations

Works independently within established procedures; may receive general guidance on new assignments

May provide general guidance or technical assistance to less experienced team members

Anticipated hourly range: $17.60 per hour - $25.20 per hour.

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with myFlexPay

Flexible spending accounts (FSAs)

Short- and long-term disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Application window anticipated to close: 07/10/2024 *if interested in opportunity, please submit application as soon as possible.

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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