Senior Representative, Customer Order Management

Cardinal Health•OH-Ohio-FIELD, MO

1d•$19 - $25

About The Position

Customer Order Management is responsible for expediting orders by acting as a liaison in problem solving, research, and problem or dispute resolution. The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning, and inventory requirements. The role administers orders in internal systems, responds to customer questions, and clearly communicates delays, issues, and resolutions. It also processes non-routine orders, such as product samples, and ensures special requirements are included in orders. The position handles incoming and outbound customer communications, order processing, case research and resolution, and coordination with internal teams. The representative may assist with new-hire training, cross-train in other areas, and communicate opportunities for process improvement.

Requirements

One to three years of experience preferred.
High school diploma, GED, or equivalent work experience preferred.
Professional telephone skills and proficiency in order entry preferred.
Basic proficiency with Microsoft products, including Outlook and Excel, preferred.

Nice To Haves

Customer service experience, preferably in the pharmaceutical or healthcare industry.
Strong communication and interpersonal skills for interacting effectively with diverse customers.
Attention to detail and excellent organizational and multitasking abilities.
Proficiency with CRM software and other relevant customer service tools.
Ability to work collaboratively in a team-oriented environment.
Problem-solving skills to address customer issues and ensure customer satisfaction.
Ability to thrive autonomously and consistently deliver high-quality work efficiently.

Responsibilities

Manage a high volume of calls while multitasking accurately and efficiently.
Process customer orders and emails accurately and in accordance with company policies; serve as a primary agent for incoming calls.
Make outbound calls regarding shipping delays, short-ships, and weather delays.
Follow up on incoming work items and email queues.
Submit basic customer cases for damages, credits, returns, and similar matters.
Research and resolve customer case requests.
Submit IT tickets to address issues.
Complete company-assigned training promptly.
Respond promptly and professionally to customer inquiries about pharmaceutical products and services.
Provide accurate information about product availability, pricing, and delivery timelines.
Assist with new-hire training and shadowing as needed.
Collaborate with internal teams to resolve customer issues, including order discrepancies and product complaints.
Proactively update customers on order status and potential delays.
Collaborate with sales and logistics teams to optimize order fulfillment and customer satisfaction.
Document and track customer interactions in the company CRM system.
Communicate process-improvement opportunities to leaders and contribute to enhancing customer service procedures.
Cross-train in other areas to assist with workload as needed.