Senior Representative, Customer Service

Cardinal Health•Nashville, TN

About The Position

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions.

Requirements

1-3 years of experience preferred.
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, customer backorders/substitutes, product change requests, new/lost business submissions 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.
Identifies 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 ultimately customer service.
Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.
Communicates with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.
Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.
Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.
Redirects customers to applicable in-house resources as necessary.
Supports general post-sales issues resolutions as necessary.