Representative II, Customer Service Operations

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.

Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Job Summary

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II, Customer Service Operations administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

• Processes routine customer orders according to established demand plans, schedules and lead times using SAP and other internal systems. Enters all necessary order information, reviews order contents, and ensures that orders are closed once completed.

• Responds to inquiries from internal customers, such as Distribution Centers, regarding order tracking information as well as on-hold, back order and high priority statuses.

• Identifies and communicates resolutions to order delays, missing information, and product availability based on customer profiles.

• Uses dashboards and reporting from internal systems to identify causes of order issues, such as lack of inventory or invalid measures or requirements in the order. Creates visuals and conducts analyses as necessary to understand and communicate order data and issues.

• Coordinates with a variety of internal stakeholders, including Planners and externally-facing Customer Service Representatives, regarding customer issues.

• For international shipping and in cases of special order requirements, coordinates with Quality and Global Trade teams in order to ensure compliance of orders.

• Processes orders for product samples and trials, coordinating with Marketing teams as necessary to understand the purpose and requirements of the samples.

Qualifications

• High school diploma, GED or equivalent, or equivalent work experience, preferred

• 2-4 years' experience in high volume call center preferred where communication and active listening skills have been utilized

• Previous experience working in a remote/work from home setting is preferred

• Prior experience working with Microsoft Office is preferred          

• Prior experience working with order placement systems and tools preferred

• Customer service experience in prior healthcare industry preferred

• Root cause analysis experience preferred

• Familiarity with call-center phone systems preferred

• Excellent Phone Skills with a focus on quality

• Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA

What is expected of you and others at this level

• Applies acquired job skills and company policies and procedures to complete standard tasks

• Works on routine assignments that require basic problem resolution

• Refers to policies and past practices for guidance

• Receives general direction on standard work; receives detailed instruction on new assignments

• Consults with supervisor or senior peers on complex and unusual problems

Anticipated hourly range: $15.75 per hour - $18.50 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