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Sr. Representative, Customer Service Operations
4 weeks ago
Senior Representative, Customer Service OperationsCustomer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.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. The job works directly with customers to strengthen Cardinal Health's operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are met, and operational performance is optimized to enhance customer experience.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.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.Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.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.Qualifications:3-6 years of customer service experience, preferredHigh School Diploma, GED or equivalent work experience, preferredAbility to provide strong customer service while multi-tasking between phone calls and e-mail support.Experience within healthcare customer service a plusAbility to work a Monday-Friday schedule anywhere between 8:30am-5:30pm EST.What is expected of you and others at this level:Effectively applies knowledge of job and company policies and procedures to complete a variety of assignmentsIn-depth knowledge in technical or specialty areaApplies advanced skills to resolve complex problems independentlyMay modify process to resolve situationsWorks independently within established procedures; may receive general guidance on new assignmentsMay provide general guidance or technical assistance to less experienced team membersAnticipated hourly range: $18.70-26.80/hrBenefits:Medical, dental and vision coveragePaid time off planHealth savings account (HSA)401k savings planAccess to wages before pay day with myFlexPayFlexible spending accounts (FSAs)Short- and long-term disability coverageWork-Life resourcesPaid parental leaveHealthy lifestyle programsApplication window anticipated to close: 12/13/2025If interested in opportunity, please submit application as soon as possible. The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply. Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
