Senior Representative, Customer Service Operations

Cardinal Health•Louisville, AR

About The Position

The Senior Representative, Customer Service Operations provides outstanding customer service, manages customer accounts, and supports field sales representatives. The role establishes, maintains, and enhances customer relationships through contract administration, timely order fulfillment, and exemplary customer support. It tracks demand and backorders, handles complaint and incident reporting, and supports post-sales issue resolution. The position works directly with customers to improve Cardinal Health’s operational performance, strengthen existing relationships, and assist with prospecting new business opportunities. It collaborates with Commercial, Finance, Supply Chain, Operations, Marketing, and other teams to meet account needs and optimize customer experience and operational performance.

Requirements

Ability to provide strong customer service while multitasking between phone calls and email support.
Ability to work Monday through Friday between 8:00 a.m. and 4:30 p.m. CST.

Nice To Haves

Three to six years of customer service experience preferred.
High school diploma, GED, or equivalent work experience preferred.
Healthcare customer service experience is a plus.

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 and lost business submissions, and customer questions or issues.
Provide outsourced customer services related to invoicing, reimbursement, and other services, acting as a liaison in problem-solving, research, and dispute resolution.
Collect and review customer feedback, complaints, recalls, and product returns.
Identify customer trends and challenges or opportunities and develop alternatives to support business needs, 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.
Manage cases involving reporting, backorders, customer complaints, and pricing, and 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 general customer complaint issues.
Redirect customers to applicable in-house resources as necessary.
Support post-sales issue resolution as necessary.