Senior Representative, Customer Service

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 timely order fulfillment and effective problem resolution.

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
• Problem resolution for customer orders
• Managing 3-4 accounts daily
• Enter and process orders within an internal database for order management
• Running reports in Microsoft Excel and analyzing for accuracy
• Follow the customer order through its full life cycle
• Responsible for handling 20-40 inbound and outbound calls, with ability to determine needs and provide one call resolution
• Investigate and resolve customer inquiries and concerns in a timely manner
• Enter detailed information into company proprietary software while conversing via telephone
• Place outbound phone calls for customers, confirmations or to obtain missing information
• Working with other internal team members regarding next steps and following escalation protocol

Requirements:

• 1-3 years of experience preferred
• High School Diploma, GED or technical certification in related field or equivalent experience preferred