Sr. Representative, Customer Service Operations

What Customer Service Operations contributes to Cardinal Health

Customer 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.

Job Summary

The Senior Representative, Customer Service Operations, is the first point of contact for customers with order management request received through calls, email/email-to-case or fax through SFDC (SalesForce.com). Responsible for delivering exceptional customer support by handling order management, returns, order discrepancies, and customer inquiries while ensuring compliance with Pharma policies and procedures. Resolves both routine and complex customer issues through research, analysis, and collaboration with cross-functional teams, including Account Management / Sales and Retail National Accounts. Manages escalated and aged cases, drives issue resolution, and provides proactive support to high-volume customer accounts. May assist with designated sales support activities and contribute to continuous service improvement through effective problem-solving and customer advocacy.

Responsibilities

- Process customer orders, returns, and order-related inquiries.

- Resolve customer issues ranging from routine requests to complex customer issues requiring detailed research and follow-up.

- Conduct research and coordinate with internal stakeholders to ensure timely issue resolution.

- Partner with DC, Logistics, Pricing, Collections, 3rd Party, Sales, Retail National Accounts, and other cross-functional teams to resolve concerns.

- Support designated sales-related activities, including goodwill credit submissions within approved limits.

- Manage aged and escalated cases to ensure timely resolution.

- Manage customer concerns from initial contact through final resolution to ensure an exceptional customer experience.

Qualifications

- 2 or more years of experience in working as a front-facing customer representative, in a fast-paced environment

- College graduate, preferred

- Has ability to easily navigate and toggle between screens and systems to research and resolve customer concerns

- Has intermediate communication skills, both verbal and written

- Has good interpersonal and critical thinking skills

- Is keen to detail and have organization skills and sense of urgency

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 assignments

- In-depth knowledge in technical or specialty area

- Applies advanced skills to resolve complex problems independently

- Works independently within established procedures; may receive general guidance on new assignments

- May provide general guidance or technical assistance to less experienced team members

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 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.

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