Senior Representative, Customer Service

Cardinal Health•La Vergne, TN

1d•$19 - $27•Hybrid

About The Position

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. The Senior Representative, Customer Service Operations, is responsible for providing outstanding customer service and managing Direct to Practitioner Sample 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.

Requirements

1-3 years of experience preferred.
Must live within a 1-hour radius of LaVergne, TN.
High School Diploma, GED or technical certification in related field or equivalent experience preferred.
Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments.
In-depth knowledge in technical or specialty area.
Applies advanced skills to resolve complex problems independently.
May modify process to resolve situations.
Works independently within established procedures; may receive general guidance on new assignments.
May provide general guidance or technical assistance to less experienced team members.

Responsibilities

Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
Manages customer account activity including but are not limited to; customer order fulfillment of pharmaceutical sample product, order tracking, customer backorders/substitutes, product change requests, and coordinating any customer questions / issues that may arise.
Provides outsourced services to customers relating to invoices, 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 but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and 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 sales representatives and healthcare providers regarding their needs, questions, and concerns and helps trouble shoot 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 supporting general post-sales/shipment issues.
Collaborates with internal business partners in other departments to support customer and stakeholder needs.