Representative, Customer Service | Front Office

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

Job summary

Cardinal Health Operations is seeking a representative at the II level to process orders for distribution centers in line with scheduling and demand plans.

The role administers orders in internal systems, responds to customer questions, and communicates delays and resolutions. It handles non-routine orders and ensures special requirements are included in orders.

Qualifications

• 1-3 years of experience preferred.
• Senior High School graduate, or GED, with some college experience preferred.

Responsibilities

• Processes routine and non-routine customer orders in SAP and internal systems.
• Responds to internal customer inquiries on orders, tracking, and statuses.
• Communicates delays and resolutions clearly to customers and internal partners.
• Uses dashboards/reports to identify causes of order issues and communicates findings.
• Coordinates with planners, Customer Service Representatives, and Quality/Global Trade for complex orders.

Skills

Customer service

Order processing

Communication

Problem solving

Education

Senior High School graduate; completed 2 years college or GED

Tools

SAP

Job description

What Customer Service Operations contribute 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

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
• Senior High School graduate, completed 2 years in college, GED or equivalent work experience, preferred

What is expected of you and others at this level

• Amenable to take in calls &/or work on emails (Cases)
• 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

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.