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, and supporting sales representatives while ensuring customer satisfaction and operational efficiency.

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

Requirements:

• 3-6 years of experience
• High School Diploma, GED or equivalent work experience
• Demonstrated ability to work in a fast-paced, collaborative environment
• Highly motivated and able to work effectively within a team
• Strong communication skills with the ability to build solid relationships