Customer Service Operations Specialist

2 weeks ago

Nashville, Tennessee, United States Cardinal Health Full time
Overview of Customer Service Operations at Cardinal Health
Customer Service plays a crucial role in fostering, maintaining, and enhancing customer relationships through effective contract management, order processing, and resolution of issues.

Position Summary
The Customer Service Operations Specialist is tasked with delivering exceptional customer service while managing accounts and providing support to sales representatives in the field. This role is pivotal in ensuring customer satisfaction through efficient contract management, prompt order processing, and superior customer support, which includes account management and sales assistance. Additionally, the position involves monitoring demand and backorders, reporting complaints and incidents, and aiding in the resolution of post-sales issues.

Key Responsibilities
  • Deliver exceptional customer service and drive improvements 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.
  • Provide outsourced services related to invoicing, reimbursements, and other support by 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 propose potential solutions that enhance business operations and create new opportunities.
  • Support initiatives aimed at process improvement, including optimizing inventory levels, supplier performance, cost management, and enhancing customer service.
  • Build strong relationships with key stakeholders across various departments (Supply Chain, Finance, Operations, Marketing, and Commercial) to foster a collaborative approach to customer service.
  • Engage with customers to understand their needs, address concerns, and assist with troubleshooting equipment issues as necessary.
  • Manage cases related to reporting, backorders, customer complaints, and pricing, and process product complaints and incident reports.
  • Investigate and report anomalies in sales systems, online ordering, and general customer complaints.
  • Direct customers to relevant in-house resources as needed.
  • Assist in resolving general post-sales issues as required.
Qualifications
  • Preferred experience of 1-3 years in a similar role.
  • A High School Diploma, GED, or technical certification in a related field, or equivalent experience is preferred.
Expectations for this Role
  • Effectively utilizes knowledge of job responsibilities and company policies to complete various assignments.
  • Possesses in-depth knowledge in a technical or specialized area.
  • Applies advanced skills to independently resolve complex issues.
  • May adapt processes to address specific situations.
  • Works autonomously within established guidelines, receiving general guidance on new tasks.
  • May provide guidance or technical support to less experienced team members.
Compensation: The anticipated hourly wage ranges from $17.60 to $25.20.

Bonus Eligibility: Not applicable.

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 prior to payday through myFlexPay.
  • Flexible spending accounts (FSAs).
  • Short- and long-term disability insurance.
  • Work-life resources.
  • Paid parental leave.
  • Programs promoting healthy lifestyles.
Inclusivity Statement: Cardinal Health is committed to fostering an inclusive workplace that values diverse perspectives and experiences. We celebrate the power of our differences to create better solutions for our customers, ensuring that all employees can express their authentic selves every day. Cardinal Health is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will be considered 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, or any other status protected by law.

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