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Senior Customer Service Account Manager

2 months ago

Nashville, Tennessee, United States Cardinal Health Full time

What Customer Service Operations contributes to Cardinal Health

Customer Service plays a vital role in fostering, sustaining, and enhancing customer relationships through effective contract management, order processing, and issue resolution.

Job Overview

The Senior Customer Service Operations Representative is tasked with delivering exceptional customer service while managing client accounts and providing support to field sales personnel. This position is pivotal in maintaining and improving customer service through efficient contract management, prompt order processing, and superior customer support, which includes account management and assistance to sales representatives.

Key Responsibilities

  • Deliver exceptional customer service and drive enhancements in operational performance to meet and exceed service expectations.
  • Oversee customer account activities, including order fulfillment, backorders, product change requests, and addressing customer inquiries or issues.
  • Facilitate outsourced services related to invoicing and reimbursements, acting as a liaison for problem-solving and dispute resolution.
  • Gather and analyze customer feedback, complaints, recalls, and product returns, collaborating closely with Quality and Regulatory teams.
  • Identify customer trends and challenges to develop strategies that support business growth and operational efficiency.
  • Champion process improvement initiatives aimed at optimizing inventory, supplier relations, operational performance, cost management, and overall customer service.
  • Establish strong partnerships with key stakeholders across Supply Chain, Finance, Operations, Marketing, and Commercial sectors to enhance customer service collaboratively.
  • Engage with customers to address their needs, questions, and concerns, providing troubleshooting assistance as required.
  • Manage cases related to reporting, backorders, customer complaints, and pricing, and process product complaint reports.
  • Investigate and document discrepancies in sales systems, online ordering, and general customer complaints.
  • Direct customers to relevant internal resources as needed.
  • Assist in resolving general post-sales issues as necessary.

Qualifications

  • 1-3 years of relevant experience preferred.
  • High School Diploma, GED, or technical certification in a related field, or equivalent experience preferred.

Expectations for this Role

  • Effectively applies knowledge of job responsibilities and company policies to complete a variety of tasks.
  • Possesses in-depth knowledge in a technical or specialized area.
  • Utilizes advanced skills to independently resolve complex issues.
  • May adapt processes to address specific situations.
  • Works autonomously within established guidelines, receiving general guidance on new assignments.
  • May provide guidance or technical support to less experienced team members.

Compensation and Benefits

Cardinal Health offers a comprehensive benefits package to support employee health and well-being, including:

  • Medical, dental, and vision insurance
  • Paid time off
  • Health savings account (HSA)
  • 401k retirement plan
  • Access to wages before payday
  • Flexible spending accounts (FSA)
  • Short- and long-term disability coverage
  • Work-life resources
  • Paid parental leave
  • Healthy lifestyle programs

Cardinal Health is committed to fostering an inclusive workplace that values diversity and encourages all qualified applicants to apply.