Senior Representative, Customer Service Operations

Cardinal Health, Inc.; La Vergne (TN); On-site; USD 26,000 - 37,000; Full time

Job summary

Cardinal Health is seeking a Senior Representative for Customer Service Operations in La Vergne, TN. You will deliver outstanding service for Direct to Practitioner Sample accounts, support field sales, and manage contracts to ensure timely order fulfillment and professional customer support.

You will collaborate with Quality, Regulatory, and Sales teams, address inquiries, track orders, and help optimize processes while building strong stakeholder relationships.

Qualifications

• 1-3 years of experience preferred.
• Must live within 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, tracking, backorders/substitutes, change requests, and inquiries.
• Acts as liaison for invoicing, reimbursement, and other services, resolving problems and disputes.
• Collects and reviews customer feedback, complaints, recalls and returns with Quality and Regulatory teams.
• Collaborates with internal partners to support customer and stakeholder needs.
• Supports trainings and team meetings in-office as needed.

Skills

Customer service

Account management

Problem solving

Communication

Education

High School Diploma or GED

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 Direct to Practitioner Sample 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 sample product, order tracking, 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, suppliers and operational performance, cost control and profitability and ultimately customer service.


• Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.


• Communicates with sales representatives and healthcare providers regarding their needs, questions, and 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 stake holder needs.


• Work in office on specific days for trainings, customer meetings, and team building activities when necessary.

Qualifications

• 1-3 years of experience preferred.


• 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 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 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.

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.