Senior Representative, Customer Service

Overview 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. Job Summary The Senior Representative, Customer Service Operations, is responsible for providing outstanding customer service and managing Direct to Practitioner Sample accounts while providing support to field sales representatives. This position establishes, maintains, and enhances customer service and account management via appropriate contract administration, timely order fulfillment, professionalism and providing exemplary customer support. 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 not limited to; customer order fulfillment of pharmaceutical sample product, order tracking, customer backorders/substitutes, product change requests, and coordinating any customer questions / issues that may arise. Provides outsourced services to customers relating to invoices, 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, working closely with Quality and Regulatory teams. Think creatively to identify 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 customer service. Build strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service. Communicates with sales representatives and healthcare providers regarding their needs, questions, and concerns and helps trouble shoot equipment issues, as necessary. Manages situations regarding orders, reporting, backorders, customer complaints, and pricing investigating and reporting on anomalies and discrepancies. Redirecting customers to applicable in-house resources as necessary and supporting general post-sales/shipment issues. Collaborate with internal business partners in other departments to support customer and stakeholder needs. This position adheres to a Hybrid/Flex work model. On-site attendance is required for additional training sessions, client engagements, and team-building activities. Qualifications 1-3 years of experience preferred. Must live within a 1-hour radius of LaVergne, TN. High School Diploma, GED or technical certification in related field or equivalent experience preferred. 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 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 Anticipated hourly range $18.70 per hour - $26.80 per hour. Bonus eligible No Benefits 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 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. 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. #J-18808-Ljbffr Cardinal Health