Representative, Customer Service | Front Office

Cardinal Health International Philippines Inc.; Pateros; On-site; PHP 279,000 - 469,000; Full time

Job summary

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

The role administers orders in internal systems and communicates delays and resolutions clearly to the customer. The position supports non-routine orders such as product samples and ensures special requirements are included.

Qualifications

• Strong communication and interpersonal skills.
• Ability to resolve routine problems with guidance.
• Comfortable handling calls and emails for customer service.
• Familiarity with internal systems a plus.

Responsibilities

• Process routine customer orders per demand plans and schedules in SAP and other systems.
• Respond to internal customer inquiries on order status, delays, and issues.
• Identify and communicate resolutions for order delays or missing information; track orders.
• Use dashboards to analyze order data and pinpoint issues.
• Coordinate with Planners and Customer Service reps to address customer issues.
• Coordinate with Quality and Global Trade for international orders when needed.
• Process orders for product samples and coordinate with Marketing as needed.

Skills

Communication

Problem solving

Teamwork

Education

Senior High School graduate / some college

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 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.

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