Senior Representative, Customer Service

Cardinal Health-posted 2 months ago
$18 - $26/Yr
Full-time • Entry Level
5,001-10,000 employees
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The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing Trade accounts while providing support to field sales representatives. This position establishes, maintains and enhances customer service and account management via appropriate contract administration, timely order fulfillment, professionalism and providing exemplary customer support.

  • Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
  • Manages customer account activity including customer order fulfillment of pharmaceutical commercial product, customer backorders/substitutes, product change requests, 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.
  • Thinks creatively to identify customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
  • Supports process improvement initiatives, including opportunities for optimizing inventory levels, 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 a collaborative approach for improved customer service.
  • Communicates with customers and stakeholders regarding their needs, questions, concerns and helps troubleshoot equipment issues as necessary.
  • Manages situations regarding orders, reporting, backorders, customer complaints, and pricing investigating and reporting on anomalies and discrepancies.
  • Redirects customers to applicable in-house resources as necessary and supports general post-sales/shipment issues.
  • Collaborates with internal business partners in other departments to support customer and stakeholder needs.
  • 1-3 years of experience preferred.
  • Proficiency in Microsoft Office Suite (including Outlook, Word, Excel, and Teams) to perform daily tasks efficiently and support internal and external communications.
  • Must live within a 1-hour radius of LaVergne, TN.
  • High School Diploma, GED or technical certification in related field or equivalent experience preferred.
  • 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
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