Supervisor, Customer Service Ops

Cardinal Health International Philippines Inc.; Manila; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Cardinal Health International Philippines Inc. is seeking a Customer Service Operations leader based in Manila to oversee frontline and back-office teams handling orders, inquiries and issue resolution.

You will drive service quality and report performance metrics to senior management. The role requires 5+ years of leading teams in healthcare/logistics contexts, strong coaching and stakeholder collaboration skills, and proficiency with tools like SFDC, Verint and MS Office.

Qualifications

• 5+ years leading front-line and back-office teams
• Experience with healthcare/logistics/customer management preferred
• Proven ability to coach and evaluate performance
• Experience with cross-functional collaboration
• Strong communication and problem-solving skills

Responsibilities

• Manages a team of front-line and back-office staff resolving customer inquiries
• Provides high-quality service and reports on team performance
• Supervises representatives; coaches; conducts performance evaluations
• Collaborates with Sales, Finance, and other partners for projects and problem resolution
• Identifies customer needs and suggests operational improvements
• Supports policy and process development for efficiency
• Ensures staff are equipped to perform daily tasks
• Participates in employee engagement activities

Skills

Leadership

Customer service

Coaching

Communication

Problem resolution

Education

Bachelor’s degree or equivalent work experience

Tools

SFDC

Interactive Desktop

ICBM

Verint

MS Office

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 services to customers relating to order processing; delivery; feedback and complaint; billing, general and product inquiry; order discrepancy; and product returns. Overall, acts as a liaison in problem-solving, research and problem/dispute resolution.

Responsibilities

• Manages a team of high-performing front-line and back-office teams responsible for resolving customer inquiries and concerns
• 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 the development and implementation of policies, procedures, and processes to ensure the customer service team operates with efficiency.
• Ensures team members are equipped to perform their day-to-day tasks.
• Participates in company/employee engagement activities

Qualifications

Internal

• Open to the following job levels: M1, P3 and P2s with SME, POC experience
• Should be in their current role for a minimum of one year
• No PIP, DA or NTE; not under a prescriptive period

External

• 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

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations, or business support staff
• Administers and executes policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact on work unit operations and customers
• Frequently interacts with subordinates, customers and peer groups at various management level
• Interactions normally involve information exchange and basic problem

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.

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