Customer Success Associate

Cardinal Health, Inc.; Alberta; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the healthcare supply chain is seeking a Customer Success Associate in Alberta. This role focuses on enhancing customer relationships, providing exceptional service, and driving efficiency in operations. Ideal candidates will possess strong analytical and communication skills, with a preference for those with a background in Business Intelligence tools. Join a team committed to delivering top-notch service and improving customer experience.

Qualifications

• Minimum 2 years of work experience preferred.
• Enjoy working in a demanding environment with strong multi-tasking ability.

Responsibilities

• Cultivate and maintain ongoing customer relationships.
• Troubleshoot issues with supply chain and customer service.
• Leverage data to identify trends and propose solutions.

Skills

Interpersonal Skills

Analytical Skills

Communication Skills

Education

Bachelor’s Degree

Tools

Tableau

PowerBI

Salesforce CRM

Excel

Word

PowerPoint

Job description

Cardinal Health Canada, with over 1,400 employees nationwide, is an essential link in the Canadian healthcare supply chain, providing over 70,000 products to healthcare facilities and medical professionals across the country.

Cardinal Health is currently seeking a Customer Success Associate to add to our team in Alberta / Western Canada. This role will be responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers. Provide new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, back-order support, improvements to internal and external processes, and other areas of opportunity. Provide product service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships.

The Customer Success team is responsible for proactive oversight of the end-to-end service experience for Strategic Customers, acting to ensure a positive and efficient customer experience while enabling sales representative selling time.

Your Contributions to the Organization will be to :

• Exercise influential leadership, working cross-functionally with internal stakeholders and external customers to ensure a seamless customer experience, while troubleshooting issues with supply chain, credit, rebill, and repoints.
• Review and manage backorder report(s) at a customer level to determine root cause; identify options and take appropriate action while keeping Sales informed. This includes substitutions, requesting of repoint stock from a different warehouse, and obtaining marketing approvals.
• Liaise and lead troubleshooting with Supply Chain, Marketing, Transportation, Customer Care, and QA teams to resolve major supply disruptions and customer issues with an aim to gather and provide proactive communication to the customer by troubleshooting backorder status.
• Lead and attend regular strategy meetings with the sales representatives to ensure strong working relationships.
• Leverage data and sales reports to identify and interpret trends, understand root cause, drive opportunities, and propose sustainable solutions.
• Use the available reporting tools to gather data, interpreting and providing leads to reps on existing business.
• Develop and maintain various sales reports and dashboards to provide visibility on key sales initiatives (usage reports, order patterns, new business).
• Identify new product details, similar items, vendor identification, along with the initiation of the merchandising of new items and adding to existing items with further details.
• Support business review sessions in collaboration with Sales Reps (as needed).
• Have a strong working knowledge of contracts, pricing agreements, and be the go-to contact for product information and substitutions, and drive contract compliance.
• Identify opportunities to improve efficiency and evolve effectiveness of this role while providing flawless customer services; manage internal resources to optimize cost effectiveness. Pricing correction identification.
• Educate and support customer conversion to E-Commerce tools to allow customers to be self-sufficient (back orders, PODs, etc.).

This Job might be for you if :

• Minimum 2 years of work experience, preferred.
• Enjoy working in a demanding environment, with a strong ability to multi-task in a complex environment.
• Possess a bachelor’s degree (preferred) or equivalent work experience in a related field.
• Have strong interpersonal and communication skills.
• Have very strong analytical skills – preference to those with a strong working knowledge of Business Intelligence tools – Tableau (Med Tableau / PowerBI).
• Possess advanced computer skills (Excel, Word, PowerPoint).
• Experience using Salesforce CRM is an asset.

Cardinal Health is committed to employment equity and encourages applications from women, visible minorities, Indigenous peoples, and persons with disabilities.