Customer Success Associate

Cardinal Health, Inc.; Canada; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading healthcare supplier in Canada is seeking a Customer Success Associate to enhance customer experience in Alternate Care accounts. The role involves relationship management, supply chain troubleshooting, and data analysis using Tableau. The ideal candidate has strong analytical and communication skills, with a preference for a Bachelor's degree or equivalent experience. This position offers the opportunity to work in a dynamic environment while ensuring the best service for customers.

Qualifications

• Enjoy fast-paced environments with multi-tasking capabilities.
• Possess a Bachelor's degree or equivalent experience in a related field.
• Strong analytical skills and working knowledge of BI tools.
• Excellent communication and interpersonal skills.

Responsibilities

• Cultivating and maintaining customer relationships.
• Troubleshooting issues in supply chain and service.
• Leading strategy meetings with sales representatives.
• Using Tableau to analyze data and support sales initiatives.
• Supporting customer conversion to e-commerce tools.

Skills

Interpersonal skills

Analytical skills

Communication skills

Multi-tasking

Computer skills

Education

Bachelor’s degree or equivalent experience

Tools

Tableau

Power BI

Excel

Word

Salesforce CRM

Job description

Overview

Cardinal Health, with over 1300 employees in Canada, 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 Canada is seeking a Customer Success Associate to join our team. This role will be responsible for handling Alternate Care - key accounts. The Customer Success team is responsible for proactive oversight of the end-to-end service experience for Strategic Customers and works to ensure a positive and efficient customer experience. This role will be responsible for cultivating and maintaining ongoing customer relationships with an assigned set of customers, and will provide new and existing customers with the best possible service and recommendations related to billing inquiries, service requests, backorder support, improvements to internal and external processes, and other opportunities.

You may also review the video about what it is like to work for us: Cardinal Health Wings (link not included in refined content)

Your Contributions to the Organization will be

• Exercising 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.
• Reviewing work backorder reports at a customer level to determine root cause; identifying options and service class, taking appropriate action while keeping Sales informed. This includes substitutions, repointing stock from a different warehouse, and obtaining marketing approvals.
• Liaising and leading troubleshooting with Supply Chain, Marketing, Transportation, Customer Care and QA teams to resolve major supply disruptions and customer issues, with proactive communication to the customer by troubleshooting backorder status.
• Leading and attending regular strategy meetings with the sales representatives to ensure strong working relationships.
• Leveraging data and sales reports to identify and interpret trends, understand root causes, drive opportunities, and propose sustainable solutions.
• Using Tableau to gather data, interpret it, and provide leads to reps on existing business.
• Developing and maintaining various sales reports and dashboards to provide visibility on key sales initiatives (usage reports, order patterns, NLB documentation).
• Identifying new product details, similar items, and vendor identification, with initiation of merchandising of new items and adding to existing items with further details.
• Initiating new substitutions for cross reference in JDE and the cross reference tool (including expeditor notes).
• Using Tableau to build Monthly and Quarterly territory review dashboards, supporting the reps’ go-to-market strategies in line with applicable Field Action Plans.
• Supporting business review sessions in collaboration with Sales Reps (as needed).
• Having a strong working knowledge of contracts, pricing agreements, and acting as the go-to contact for product information and substitutions; driving contract compliance.
• Identifying opportunities to improve efficiency and evolve effectiveness of this role while providing flawless customer service; managing internal resources to optimize cost effectiveness; pricing correction identification.
• Conducting inventory demand analysis and recommending appropriate setup and stocking in regional distribution facilities.
• Educating and supporting customer conversion to ecommerce tools to enable self-sufficiency (back orders, PODs, etc.).

The Job might be for you if you

• Enjoy working in a fast-paced environment with the 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 with working knowledge of BI tools such as Tableau or Power BI.
• Possess advanced computer skills (Excel, Word, PowerPoint).
• Have working knowledge of JDE and/or Salesforce CRM (would be an asset).

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

Cardinal Health is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Human Resources team is responsible for working with applicants requesting accommodation at any stage of the hiring process.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.