Senior Representative, Customer Service Operations

Cardinal Health seeks a Senior Representative, Customer Service Operations to manage customer accounts and provide outstanding customer service and sales support. The role handles order fulfillment, customer issues, backorders, complaints, and post-sales resolutions while collaborating with internal teams to improve operational performance and customer relationships.

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
• 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
• 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

Requirements:

• Ability to provide strong customer service while multi-tasking between phone calls and e-mail support
• 3-6 years of customer service experience
• High School Diploma, GED or equivalent work experience
• Experience within healthcare customer service