Senior Representative, Customer Order Management

Cardinal Health; Ohio; On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k savings plan

Health savings account (HSA)

Paid time off plan

MyFlexPay access to wages

Job summary

Cardinal Health in Ohio is seeking an experienced Representative II, Customer Service Operations to process orders for distribution centers and internal customers, ensuring accurate entry and clear communication of delays and resolutions.

This role involves handling routine and non-routine orders, collaborating with sales and logistics, and updating customers on timelines while maintaining high service standards.

Qualifications

• 1–3 years of experience in customer service or related field preferred.
• High school diploma, GED or equivalent work experience preferred.
• Experience in pharmaceutical or healthcare customer service is preferred.
• Strong communication and interpersonal skills for diverse customers.
• Detail-oriented with excellent organizational and multitasking abilities.
• Proficient in using CRM software and other customer service tools.

Responsibilities

• Process orders for distribution centers and internal customers in accordance with scheduling.
• Respond to customer questions; clearly communicate delays, issues and resolutions.
• Handle non-routine orders like product samples and include special requirements.
• Proactively update customers on order status and potential delays.
• Collaborate with sales and logistics to optimize fulfillment and satisfaction.
• Document and track customer interactions in the CRM system.
• Submit IT tickets for issue resolution and assist with training as needed.

Skills

1-3 years experience

Customer service

Strong communication

Detail-oriented

CRM software

Order entry

Team collaboration

Problem solving

Telephone skills

Outlook/Excel

Education

High school diploma or GED

Tools

CRM software

Outlook

Excel

Job description

What Customer Operations Support contributes to Cardinal Health Customer Order Management is responsible for expediting orders 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

• Demonstrates proficient multitasking capabilities, adeptly managing a high call volume with precision and efficiency.
• Processes customer orders, emails, ensuring accuracy and compliance with company policies. Primary agent for Incoming calls.
• Outbound calls for shipping delays, short-ships, and weather delay outbound calls.
• Follow up/follow through on Incoming work items and email queues.
• Basic submission of customer cases: entry for damages, credits, returns, etc.
• Research and resolution of customer case requests.
• Submits IT tickets for issue resolution.
• Completes company assigned trainings promptly.
• Responds promptly and professionally to customer inquiries regarding pharmaceutical products and services.
• Provides accurate information about product availability, pricing, and delivery timelines.
• Assists with new hire training/shadowing as needed.
• Collaborates with internal teams to resolve customer issues, such as order discrepancies or product complaints.
• Communicate proactively with customers to provide updates on order status and any potential delays.
• Collaborates with sales and logistics teams to optimize order fulfillment and customer satisfaction.
• Documents and tracks customer interactions/conversations in the company's CRM system.
• Assists by communicating opportunities to your leaders for process improvement and contribute to enhancing customer service procedures.
• Cross train in other areas to assist with workload as needed.

Qualifications

• 1-3 years of experience preferred.
• High school diploma, GED or equivalent work experience preferred.
• Proven experience in customer service, preferably within the pharmaceutical or healthcare industry preferred.
• Strong communication and interpersonal skills to interact effectively with diverse customers, preferred
• Detail-oriented with excellent organizational and multitasking abilities, preferred
• Proficient in using CRM software and other relevant customer service tools, preferred
• Ability to work collaboratively in a team-oriented environment, preferred
• Problem-solving skills to address customer issues and ensure customer satisfaction, preferred
• Demonstrated capacity to thrive in an autonomous work environment, consistently delivering a high-quality result with efficiency, preferred
• Professional telephone skills and proficiency in order entry, preferred
• Basic Microsoft product usage: Outlook/Excel, preferred

What is expected of you and others at this level

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations
• Works independently within established procedures; may receive general guidance on new assignments
• May provide general guidance or technical assistance to less experienced team members

Anticipated salary range: $19.20 per hour - $24.75 per hour

Bonus eligible: No

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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, pregn