Supervisor, Customer Service Ops

Cardinal Health; Philippines; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Cardinal Health in the Philippines seeks an experienced Customer Service Operations Leader to coordinate front-line and back-office teams, resolving inquiries and improving service delivery.

You will work with Sales, Finance, Logistics and other partners, develop policies for efficiency, and mentor staff to meet performance goals, while nurturing an inclusive workplace.

Qualifications

• 2+ years leading both entry and mid-level contributors (front-line and back-office).
• 3+ years as POC / acting team lead.
• Experience with both entry and mid-level contributors (internal).
• 5+ years leading teams, external perspective preferred.
• Direct experience with Finance, DC, Logistics, Sales and cross-functional teams.
• Healthcare/logistics/customer management background preferred.
• Proficiency with SFDC, Interactive Desktop, ICBM and Verint.
• MS Office proficiency and productivity tools.
• Strong leadership skills with internal & external teams.
• Excellent communication and interpersonal abilities.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Lead front-line and back-office teams to resolve customer inquiries and concerns.
• Provide high-quality service and regularly report on team performance.
• Coach, evaluate performance, and handle complex issues as needed.
• Collaborate with Sales, Finance, Logistics and other partners on projects.
• Identify customer needs and recommend operational changes for performance.
• Develop and implement policies to ensure efficient customer service operations.
• Ensure team members are equipped to perform day-to-day tasks.
• Participate in company and employee engagement activities.

Skills

Team leadership

People management

Communication skills

Stakeholder management

Problem solving

Healthcare knowledge

SFDC

MS Office

Cross-functional collaboration

Coaching

Education

Bachelor’s degree or equivalent work experience

Tools

SFDC

Interactive Desktop

ICBM

Verint

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

• 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

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.