Senior Representative, Customer Service Operations

Cardinal Health

2d•$17 - $24•Remote

About The Position

The Senior Representative, Customer Service Operations provides outstanding customer service, manages customer accounts, and supports field sales representatives. The role establishes and enhances customer service through contract administration, timely order fulfillment, account management, and customer support. It tracks demand and backorders, handles complaint and incident reporting, and supports post-sales issue resolution. The representative works directly with customers to strengthen operational performance and customer relationships, and assists with prospecting new business opportunities. The role collaborates with Commercial, Finance, Supply Chain, and Operations teams to meet account needs and optimize the customer experience. This is a remote position with scheduled hours Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. The role applies advanced skills to resolve complex problems independently, works within established procedures, and may provide general guidance or technical assistance to less experienced team members.

Requirements

3–6 years of experience preferred.
High school diploma, GED, or equivalent work experience preferred.
Experience with MS Office Suite preferred.
Strong written and verbal communication skills preferred.
Strong attention to detail and organizational skills preferred.

Nice To Haves

3–6 years of experience.
High school diploma, GED, or equivalent work experience.
Experience with MS Office Suite.
Strong written and verbal communication skills.
Strong attention to detail and organizational skills.

Responsibilities

Provide outstanding customer service and support improvements in operational execution to meet or exceed service levels.
Manage customer account activity, including order fulfillment, backorders and substitutes, product change requests, new or lost business submissions, and customer questions or issues.
Provide outsourced services related to invoicing, reimbursement, and other services by acting as a liaison for problem-solving, research, and dispute resolution.
Collect and review customer feedback, complaints, recalls, and product returns in collaboration with Quality and Regulatory teams.
Identify customer trends, challenges, and opportunities, and develop potential alternatives to support the business, operational efficiency, and new customer opportunities.
Support process improvement initiatives involving inventory levels, suppliers, operational performance, cost control, profitability, and customer service.
Build collaborative relationships with Supply Chain, Finance, Operations, Marketing, and Commercial stakeholders to improve customer service.
Communicate with customers about their needs, questions, and concerns, and troubleshoot equipment issues as necessary.
Manage cases involving reporting, backorders, customer complaints, and pricing; process product complaint and incident reports.
Support general sales by analyzing account histories and coordinating internal resources to resolve customer needs.
Investigate and report anomalies and discrepancies in point-of-sale systems, website ordering, and customer complaints.
Redirect customers to appropriate in-house resources as necessary.
Support post-sales issue resolution as necessary.