Rep II, Customer Service Ops

Cardinal Health, Inc.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Cardinal Health, Inc. is seeking a Representative II, Customer Service Operations to process orders for distribution centers and internal customers in line with scheduling and inventory.

The role involves entering orders in internal systems, answering customer questions, communicating delays and resolutions, handling non-routine orders such as product samples, and coordinating with planners, Marketing, Quality, and Global Trade as needed.

Qualifications

• 1-3 years of experience preferred.
• Educational attainment aligns with Senior High School with experience, some college, or a Bachelor's degree.
• Experience in customer service or order processing is a plus.

Responsibilities

• Process routine customer orders according to established demand plans, schedules and lead times using SAP and internal systems.
• Respond to inquiries from internal customers regarding order tracking, on-hold, back order and high priority statuses.
• Identify and communicate resolutions to order delays, missing information, and product availability.
• Use dashboards and reporting to identify causes of order issues and communicate findings.
• Coordinate with Planners and Customer Service Representatives on customer issues.
• For international shipping, coordinate with Quality and Global Trade teams to ensure order compliance.
• Process orders for product samples and trials in collaboration with Marketing.

Skills

Order processing

Customer service

Problem solving

Data analysis

Communication

Education

Senior High School (with exp)

Some college (2nd year)

Bachelor's degree

Tools

SAP

Job description

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 Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

• Processes routine customer orders according to established demand plans, schedules and lead times using SAP and other internal systems. Enters all necessary order information, reviews order contents, and ensures that orders are closed once completed.
• Responds to inquiries from internal customers, such as Distribution Centers, regarding order tracking information as well as on-hold, back order and high priority statuses.
• Identifies and communicates resolutions to order delays, missing information, and product availability based on customer profiles.
• Uses dashboards and reporting from internal systems to identify causes of order issues, such as lack of inventory or invalid measures or requirements in the order. Creates visuals and conducts analyses as necessary to understand and communicate order data and issues.
• Coordinates with a variety of internal stakeholders, including Planners and externally-facing Customer Service Representatives, regarding customer issues.
• For international shipping and in cases of special order requirements, coordinates with Quality and Global Trade teams in order to ensure compliance of orders.
• Processes orders for product samples and trials, coordinating with Marketing teams as necessary to understand the purpose and requirements of the samples.

Qualifications

• 1-3 years of experience, preferred
• Minimum educational attainment:
  - Senior High School graduates (with exp)
  - Those who completed at least 2nd year college
• - Bachelor’s degree holders

What is expected of you and others at this level

• Applies acquired job skills and company policies and procedures to complete standard tasks
• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with supervisor or senior peers on complex and unusual problems

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.