Senior Representative, Customer Service

Cardinal Health; Tennessee (IL); Hybrid; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with my

Flexible spending accounts (FSAs)

Short- and long-term disability covera

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Job summary

Cardinal Health in Tennessee seeks a Senior Representative, Customer Service Operations to deliver outstanding service and manage Trade accounts, supporting field sales with contract administration, timely order fulfillment, and professional customer support.

The role requires building strong relationships with key stakeholders across Supply Chain, Finance, Operations and Commercial, resolving issues, handling backorders and inquiries, and pursuing process improvements to boost service levels

Qualifications

• 1-3 years of experience preferred.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams).
• Must live within a 1-hour radius of LaVergne, TN.
• High School Diploma, GED or technical certification in related field or equivalent experience preferred.

Responsibilities

• Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
• Manages customer account activity including order fulfillment of pharmaceutical commercial product, backorders/substitutes, product change requests and coordinating questions/issues.
• Provides outsourced services to customers relating to invoicing, reimbursement and other services by acting as a liaison in problem-solving, research and resolution.
• Collects and reviews customer feedback, complaints, recalls and product returns with Quality and Regulatory teams.
• Think creatively to identify customer trends and challenges to develop alternatives to support business and efficiency.
• Supports process improvement initiatives including inventory optimization, operational performance and cost control.
• Builds relationships with Supply Chain, Finance, Operations, Marketing and Commercial for improved customer service.
• Communicates with customers and stakeholders regarding needs, questions and troubleshooting equipment issues.
• Manages orders, reporting, backorders, complaints, and pricing anomalies; redirects customers to in-house resources.
• Collaborate with internal partners to support customer and stakeholder needs.

Skills

Customer service mindset

Excellent communication

Education

High School Diploma or GED

Tools

Microsoft Office Suite

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.

Job Summary

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing Trade accounts while providing support to field sales representatives. This position establishes, maintains and enhances customer service and account management via appropriate contract administration, timely order fulfillment, professionalism and providing exemplary customer support.

Responsibilities

• Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
• Manages customer account activity including but are not limited to; customer order fulfillment of pharmaceutical commercial product, customer backorders/substitutes, product change requests, and coordinating any customer questions / issues that may arise.
• Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.
• Collects and reviews customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.
• Think creatively to identify customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
• Supports process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, operational performance, cost control and profitability and ultimately customer service.
• Build strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.
• Communicates with customers and stakeholders regarding their needs, questions, concerns and helps trouble shoot equipment issues as necessary.
• Manages situations regarding orders, reporting, backorders, customer complaints, and pricing investigating and reporting on anomalies and discrepancies.
• Redirecting customers to applicable in-house resources as necessary and supporting general post-sales/ shipment issues.
• Collaborate with internal business partners in other departments to support customer and stakeholder needs.

This position adheres to a Hybrid/Flex work model. On-site attendance is required for additional training sessions, client engagements, and team-building activities.

Qualifications

• 1-3 years of experience preferred.
• Proficiency in Microsoft Office Suite (including Outlook, Word, Excel, and Teams) to perform daily tasks efficiently and support internal and external communications.
• Must live within a 1-hour radius of LaVergne, TN.
• High School Diploma, GED or technical certification in related field or equivalent experience 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 areas
• 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 hourly range : $18.70 per hour - $26.80 per hour

Bonus eligible : No

Benefits

Cardinal Health offers a wide variety of benefits and programs to support health and well-being

• 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, pregnancy, veteran status, marital status, creed, status with regard t