Senior Representative, Customer Service Operations Specialist
2 weeks ago
The Senior Representative, Customer Service Operations is a key role within Cardinal Health's Customer Service team. This position is responsible for providing exceptional customer service and managing customer accounts while providing sales support to field sales representatives. The ideal candidate will have a strong understanding of customer service principles and be able to effectively communicate with customers to resolve issues and improve service levels.
Responsibilities
- Provide outstanding customer service and support improvements in operational execution to ensure service levels are achieved and exceeded.
- Manage customer account activity, including customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions, and coordinating customer questions/issues.
- Provide 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.
- Collect and review customer feedback, complaints, recalls, and product returns, working closely with Quality and Regulatory teams.
- Identify customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency, and develop new customer opportunities.
- Support process improvement initiatives, including opportunities for optimizing inventory levels, suppliers, and 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 a collaborative approach for improved customer service.
- Communicate with customers regarding their needs, questions, and concerns and help troubleshoot equipment issues as necessary.
- Manage cases regarding reporting, backorders, customer complaints, and pricing and process product complaint and incident reports.
- 1-3 years of experience preferred.
- High School Diploma, GED, or technical certification in a 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 area.
- 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.
- 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.
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Nashville, Tennessee, United States Cardinal Health Full timeJob SummaryThe Senior Representative, Customer Service Operations is responsible for providing exceptional customer service and managing accounts while providing sales support to field sales representatives. This role establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing...
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Nashville, Tennessee, United States Cardinal Health Full timeJob SummaryThe Senior Representative, Customer Service Operations is a key role at Cardinal Health, responsible for delivering exceptional customer service and managing customer accounts. This position requires a strong understanding of customer needs and a ability to provide timely and effective solutions.Key ResponsibilitiesProvide outstanding customer...
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