Sr. Representative, Customer Order Management

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 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. The job works directly with customers to strengthen Cardinal Health’s operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are meet, and operational performance is optimized to enhance customer experience.

This position is for the following shifts – 10:00 am -7:00pm EST or 11:00am – 8:00pm EST.

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.

Qualifications

• 3-6 years of experience, preferred

• High School Diploma, GED or equivalent work experience, preferred

• Demonstrated ability to work in a fast-paced, collaborative environment, preferred

• Highly motivated and able to work effectively within a team, preferred

• Strong communication skills with the ability to build solid relationships, 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