Customer Experience Operations Lead

Cardinal Health, Inc.; Hinoba-an; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Cardinal Health, Inc. in the Philippines is seeking a Customer Service Operations supervisor to lead back‑office teams, resolve inquiries, and drive process improvements across order processing, delivery, billing and returns.

You will coach representatives, collaborate with Sales, Finance and Logistics, ensure regulatory compliance, and report performance. A Bachelor’s degree and leadership experience in healthcare or logistics are preferred.

Qualifications

• 2 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (lateral)
• 3 or more years of experience being a point-of-contact (POC) / acting team lead
• Has worked closely with both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (internal)
• 5 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, required (external)
• Has experience working directly with Finance, Distribution Centers, Logistics, Sales/Account Management teams, Customer and other cross-functional teams
• Background in healthcare/logistics/supply chain/customer management, preferred (external)
• Intermediate/Practical application of the following tools (SFDC, Interactive Desktop, ICBM, Verint), required
• Intermediate to advance knowledge/utilization of MS office applications and productivity tools
• Has proven record of strong leadership (internal & external)
• Strong communication and interpersonal skills
• Bachelor’s degree or equivalent work experience

Responsibilities

• Manages a team of high-performing back-office teams, including but not limited to, responsible for resolving customer inquiries and concerns, and compliance
• Provides high-quality customer service and regularly reports on the team’s performance
• Supervises a team of representatives, provides coaching, conducts performance evaluations and takes corrective actions as necessary, and assists with complex or unusual issues.
• Collaborates/works with and acts as liaison to a variety of stakeholders or business partners (Sales, Supplier Team, Finance, and other support functions) for projects, initiatives, or problem-resolution
• Understands customer needs and recommends operational changes as needed, to improve program performance.
• Helps in quality development and implements quality policies, procedures, and processes to ensure products and services comply with regulatory standards and specifications.
• Ensures team members are equipped to perform their day-to-day tasks.
• Participates in company/employee engagement activities

Skills

Leadership

Communication

Interpersonal skills

Stakeholder collaboration

Education

Bachelor's degree or equivalent

Tools

SFDC

Interactive Desktop

ICBM

Verint

MS Office

Job description

Cardinal Health, Inc. in the Philippines is seeking a Customer Service Operations supervisor to lead back‑office teams, resolve inquiries, and drive process improvements across order processing, delivery, billing and returns.

You will coach representatives, collaborate with Sales, Finance and Logistics, ensure regulatory compliance, and report performance. A Bachelor’s degree and leadership experience in healthcare or logistics are preferred.