Supervisor, Customer Service Ops (OptiFreight)

What Customer Service Operations contributes to Cardinal Health

Customer Service Operations is responsible/a catalyst for providing proactive solutions, inquiry research/resolution, and root cause analysis. Acting as liaisons for both internal and external customers, Customer Service Operations enhances the customer experience by leveraging inbound and outbound channels.  

What is OptiFreight Logistics?

We save our customers money on shipments they’re already receiving today by providing a full-service freight management program dedicated to reducing healthcare freight costs.  

Responsibilities

• Customer and Logistics Operations is the first point of contact for incoming customer requests received by email, inbound call or case through SFDC (SalesForce). This team is also responsible for all requests that require work beyond a first touch resolution, more complex inquiries, and urgent assistance needed on critical shipments. 

Accountabilities 

• Work with several inter-departments of the business (Sales, Supplier Team, Billing Team, and other support functions) for projects, initiatives, or problem-resolution 
• Work with partner carrier/s, customers and vendors as needed 
• Prepare and present monthly scorecard/ team performance to stakeholders

Qualifications

• Bachelor's degree in Business Administration or a related degree is preferred. 
• Minimum of 2 years experience leading a team/supervising others/team POC 
• Results oriented, critical and strategic thinker 
• Background in healthcare/logistics/supply chain/customer management preferred  
• Technical knowledge/ background preferred (SAP/SSRS Database/Excel) 
• Familiarity in utilizing business analytics tools such as Tableau
• Strong communication and interpersonal skills
• Amenable to work mid shift and during weekends

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations or business staff
• Administers and exercises policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact to work unit operations and customers
• Frequently interacts with subordinates, customers, and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution

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.