Sr Specialist - Customer Quality (Presource)

Cardinal Health

8d•Remote

About The Position

The Sr Specialist – Customer Quality serves as the primary liaison between clinical users of Presource products and the Presource production, quality, operations, engineering, and sales teams. This role balances customer needs with organizational priorities to ensure an exceptional customer experience and continuous improvement of kit quality. The Sr Specialist provides customer‑focused insights, drives quality improvements, and communicates trends and expectations across the organization. This role enhances customer confidence by representing Cardinal Health’s strong commitment to product quality and operational excellence.

Requirements

Bachelor's degree in related field preferred
2+ years of experience in Quality, Customer Quality, Manufacturing, Customer Advocacy, or related field preferred
Knowledge of customer environments, and regulatory frameworks including 21 CFR 820 and ISO 13485.
Solid understanding of customer‑focused strategies and Voice of Customer (VOC) methodologies.
Proficiency in Excel, data analytics, dashboard creation, and digital tools.
Demonstrated project management abilities, including organization, prioritization, and follow‑through.
Strong influencing, collaboration, and cross‑functional partnership skills.
Ability to travel up to 10%.

Responsibilities

Analyze customer complaint data and trends, including performance for key accounts, and translate findings into actionable insights.
Own and monitor customer‑related quality metrics, including complaint reduction targets and customer scorecard performance.
Prepare and deliver quality‑focused presentations, complaint analyses, Voice of Customer (VOC) summaries, and performance updates for internal leadership and external customers.
Participate in customer audits, business reviews, and supplier quality discussions to represent Presource’s product and process quality.
Support new product launches, transitions, or manufacturing changes that impact customers, ensuring effective communication and alignment across teams.
Maintain up‑to‑date knowledge of operational quality activities, product functionality, kit configuration, and process controls related to improving kit performance.
Collaborate with Sales, Operations, Engineering, and Customer Service to improve customer satisfaction and drive consistency in quality responses.
Ensure timely follow‑up with Presource Quality and Operations on corrective and preventive actions that influence customer experience.
Escalate critical customer experience issues—including recurring defects, kit configuration concerns, or component risks—to leadership as appropriate.
Strengthens customer perception of quality through proactive communication, technical expertise, and service excellence.
Provides coaching and mentorship on quality best practices and customer‑focused behaviors.
Monitor and help manage the Presource Quality Customer Support inbox, ensuring timely, accurate, and professional communication.

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