Job Number: 20021202

Location: Suwanee, GA

Date Posted: 9-5-2017

Job Title: Rep II, Customer Order Management (Full Time Customer Service Representative)

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What Customer Order Mgmt contributes to Cardinal Health

Customer Order Management is responsible for expediting orders by acting as a liaison in problem solving, research and problem/dispute resolution.


  • High school diploma
  • 2-4 years experience
  • Prior computer experience using Microsoft Office systems required.

What is expected of you and others at this level

  • Applies acquired job skills and company policies and procedures to complete standard tasks
  • Works on routine assignments that require basic problem resolution
  • Refers to policies and past practices for guidance
  • Receives general direction on standard work; receives detailed instruction on new assignments
  • Refers to policies and past practices for guidance
  • Receives general direction on standard work; receives detailed instruction on new assignments
  • Consults with supervisor or senior peers on complex and unusual problems

Accountabilities in this role

The Customer Service Representative is responsible for performing all tasks relative to taking the customer’s information, including, but not limited to, order processing, product information, order status, order discrepancies, and customer complaints, as well as following up to ensure customer satisfaction.

Hours for this role are 10:30am-7:00pm, Monday-Friday

  • Answer incoming phone calls from customers, caregivers, and applicable referral sources.
  • Process customer order(s), ask appropriate information for billing purposes and follow up as necessary.
  • Respond to customer questions and problems.
  • Follow up on refused orders and orders that are returned without notification with customers and referrals.
  • Process returns or exchange of product.
  • Contact customers to inform them of additional information or payment needed.
  • If necessary, switch backorder to “like” products and notify the customer.
  • Place UPS, SurePost, and USPS tracers if customer does not receive package timely. Fill out appropriate paperwork.
  • Attend any departmental or team meetings as directed.
  • Attend any Company, departments, or team training sessions as directed.
  • Participate in any call coaching sessions.
  • Participate in any and all E-learning sessions as directed.
  • If necessary, document or call any customers that return products unsolicited.
  • Adhere to your posted schedule.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Meet Rebecca

The service that Cardinal Health delivers sets it apart from other companies. Cardinal Health is a one-stop shop. We provide great service and great products, at a great price. The most satisfying aspect of my work is that it is purpose driven. At the end of the day, I know that what I have done has impacted someone’s life.
Rebecca, Medical Coordinator – Midwest and Southeast Regions