Senior Representative, Customer Service Operations

Cardinal Health is a healthcare services and products company, and they are seeking a Senior Representative for Customer Service Operations. This role is responsible for providing outstanding customer service, managing accounts, supporting sales representatives, and enhancing customer relationships while collaborating with various internal teams.

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
• 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
• 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

Requirements:

• 3-6 years of experience
• High School Diploma, GED or equivalent work experience