Senior Customer Service Operations Representative

Cardinal Health is looking for a Senior Customer Service Operations Representative to join our team. 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.

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions. The job works directly with customers to strengthen Cardinal Health’s operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are meet, and operational performance is optimized to enhance customer experience.

For more information on what it is like to work for us, please watch this video: Cardinal Health - Wings

Your Contributions to the Organization will be:  

• Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.

• Manages customer account activity including, but are not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.

• Provides 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.

• Collects and reviews customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.

• Identifies 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 ultimately customer service.

• Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.

• Communicates with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.

• Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.

• Supports general sales by analyzing account histories and coordinating internal resources to resolve customer needs.

• Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.

• Redirects customers to applicable in-house resources as necessary.

• Supports general post-sales issues resolutions as necessary.

This Job might be for you if:

• 3-6 years of experience, preferred

• High School Diploma, GED or equivalent work 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

Cardinal Health is committed to employment equity and encourages applications from women, visible minorities, Indigenous peoples and persons with disabilities.

Cardinal Health is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Human Resources team is responsible for working with applicants requesting accommodation at any stage of the hiring process.

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Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

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/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.