Senior Representative, Customer Service

Cardinal Health

10d•$19 - $27•Hybrid

About The Position

What Customer Service Operations contributes to Cardinal Health Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Job Summary 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.

Requirements

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.
Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
In-depth knowledge in technical or specialty areas
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 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.
Think 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, operational performance, cost control and profitability and ultimately customer service.
Build 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 and stakeholders regarding their needs, questions, 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.
Redirecting customers to applicable in-house resources as necessary and supporting general post-sales/ shipment issues.
Collaborate with internal business partners in other departments to support customer and stakeholder needs.
This position adheres to a Hybrid/Flex work model. On-site attendance is required for additional training sessions, client engagements, and team-building activities.

Benefits

Cardinal Health offers a wide variety of benefits and programs to support health and well-being
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