Representative II, Customer Service Operations

Cardinal Health

87d • $15 - $18

About The Position

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II, Customer Service Operations administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Requirements

• High school diploma, GED or equivalent, or equivalent work experience, preferred.
• 2-4 years' experience in high volume call center preferred where communication and active listening skills have been utilized.
• Previous experience working in a remote/work from home setting is preferred.
• Prior experience working with Microsoft Office is preferred.
• Prior experience working with order placement systems and tools preferred.
• Customer service experience in prior healthcare industry preferred.
• Root cause analysis experience preferred.
• Familiarity with call-center phone systems preferred.
• Excellent Phone Skills with a focus on quality.
• Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA.

Responsibilities

• Processes routine customer orders according to established demand plans, schedules and lead times using SAP and other internal systems.
• Enters all necessary order information, reviews order contents, and ensures that orders are closed once completed.
• Responds to inquiries from internal customers, such as Distribution Centers, regarding order tracking information as well as on-hold, back order and high priority statuses.
• Identifies and communicates resolutions to order delays, missing information, and product availability based on customer profiles.
• Uses dashboards and reporting from internal systems to identify causes of order issues, such as lack of inventory or invalid measures or requirements in the order.
• Creates visuals and conducts analyses as necessary to understand and communicate order data and issues.
• Coordinates with a variety of internal stakeholders, including Planners and externally-facing Customer Service Representatives, regarding customer issues.
• For international shipping and in cases of special order requirements, coordinates with Quality and Global Trade teams in order to ensure compliance of orders.
• Processes orders for product samples and trials, coordinating with Marketing teams as necessary to understand the purpose and requirements of the samples.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees