Senior Representative, Customer Service Operations

Cardinal Health; Mississippi; On-site; USD 53,583,000 - 76,793,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k savings plan

Paid time off

MyFlexPay access to wages

Job summary

Cardinal Health is seeking a Senior Representative, Customer Service Operations to deliver outstanding service, manage accounts, support sales, and drive post-sales issue resolutions. This remote role requires coordination with Commercial, Finance, and Operations to optimize customer experience.

You will track demand, backorders, and complaints, while collaborating cross-functionally to strengthen customer relationships and identify new opportunities for growth.

Qualifications

• 3-6 years of experience preferred.
• High School Diploma or equivalent preferred.
• Experience with MS Office Suite recommended.
• Strong written and verbal communication skills preferred.
• Strong attention to detail and organizational skills preferred.

Responsibilities

• Provide outstanding customer service and support improvements in operational execution to meet service levels.
• Manage customer accounts: orders, backorders, substitutions, and pricing inquiries.
• Act as liaison for invoicing, reimbursement, and related problem resolution.
• Collect and review customer feedback, complaints, recalls, and product returns with Quality teams.
• Identify trends and opportunities to support business, efficiency, and customer opportunities.
• Collaborate with Supply Chain, Finance, Operations, Marketing and Commercial teams to meet customer needs.

Skills

Experience 3-6y

MS Office

Communication

Detail-Oriented

Education

High School Diploma

Tools

MS 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.

Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Job Summary

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions. The job works directly with customers to strengthen Cardinal Health’s operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are meet, and operational performance is optimized to enhance customer experience.

This is a remote position with scheduled hours of Monday-Friday from 9:00 am-6:00 pm EST.

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, customer backorders/substitutes, product change requests, new/lost business submissions 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.
• Identifies 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 customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.
• Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.
• Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.
• Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.
• Redirects customers to applicable in-house resources as necessary.
• Supports general post-sales issues resolutions as necessary.

Qualifications

• 3-6 years of experience, preferred
• High School Diploma, GED or equivalent work experience, preferred
• Experience with MS Office Suite, preferred
• Strong written and verbal communication skills, preferred
• Strong attention to detail and organizational skills, 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.