Quality Customer Advocate

Job Summary
Quality Customer Advocate is responsible for bridging the gap between the clinical users of the Presource products with the Presource production, quality, and sales teams.  This position must balance the needs of the customer and the Presource quality team to achieve a positive customer experience. To achieve the position goals, the quality customer advocate interacts with operations to provide customer insights when non conformances are sent.

• Influences customer perception about how the company is committed to provide a product of great quality.

• Develops, plans, and manages site training programs to link the customer experience with defect awareness.

• Serves as lead consultant and resource to internal and external customers in multi-site and/or complex environments.

• Mentors internal staff regarding best demonstrated practices

• Initiates discussion to obtain in-depth customer feedback for product and service improvement opportunities.

• Understand the kit assembly/manufacturing processes.

Quality Customer Advocate collaborates with field sales teams to drive Cardinal Brand growth with customers. The Quality Customer Advocate works alongside the Quality and Operations team to provide subject matter expertise related to product knowledge, procedural packs, pack design, clinical supply chain, safety compliance, product standardization and utilization.

What Quality Assurance contributes to Cardinal Health

Quality develops and implements quality policies, procedures, and processes to ensure products and services comply with regulatory standards and specifications.

Quality Assurance develops and implements a compliant and cost-effective quality system that assures products and services are reliable, safe and effective. This job family provides oversight of production/manufacturing activities, training to operational and quality control personnel, and educates business leaders on Quality policies and procedures and ensures that all products and services are properly reviewed for quality and documented.
 

Responsibilities

• Analysis of customer complaints trends for key customers

• Meeting with key customer as per sales requirements

• Understanding of operations quality actions related to improve kits performance

• Communication with Sales to define actions that would increase customer satisfaction

• Follow up with the Quality and Operations Presource team on actions needed to provide a better customer experience

• Share customer experience with Operations to influence product improvement

Qualifications

• 4-8 years of experience, preferred

• Bachelor's degree in related field, or equivalent work experience, preferred

• Reflect the following competences: results driven, accountability, effective business acumen, presentation, and communication skills.

• Understanding of customer-oriented strategies.

• Strong influencing skills, ability to work cross-functionally.

• Effective project management, organization, and prioritization skills

• Demonstrate advanced knowledge of Cardinal and/or customer industry (e.g., key competitors, technology, terminology, regulations)

• 820 QSR and ISO 13485

• Ability to travel up to 25%

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

• May contribute to the development of policies and procedures

• Works on complex projects of large scope

• Develops technical solutions to a wide range of difficult problems

• Solutions are innovative and consistent with organization objectives

• Completes work; independently receives general guidance on new projects

• Work reviewed for purpose of meeting objectives

• May act as a mentor to less experienced colleagues

Anticipated salary range: $78,500 - $112,100

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