What Customer Operations Support 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.

Job Summary

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

• Demonstrates proficient multitasking capabilities, adeptly managing a high call volume with precision and efficiency.
• Processes customer orders, emails, ensuring accuracy and compliance with company policies. Primary agent for Incoming calls.
• Outbound calls for shipping delays, short-ships, and weather delay outbound calls.
• Follow up/follow through on Incoming work items and email queues.
• Basic submission of customer cases: entry for damages, credits, returns, etc.
• Research and resolution of customer case requests.
• Submits IT tickets for issue resolution.
• Completes company assigned trainings promptly.
• Responds promptly and professionally to customer inquiries regarding pharmaceutical products and services.
• Provides accurate information about product availability, pricing, and delivery timelines.
• Assists with new hire training/shadowing as needed.
• Collaborates with internal teams to resolve customer issues, such as order discrepancies or product complaints.
• Communicate proactively with customers to provide updates on order status and any potential delays.
• Collaborates with sales and logistics teams to optimize order fulfillment and customer satisfaction.
• Documents and tracks customer interactions/conversations in the company's CRM system.
• Assists by communicating opportunities to your leaders for process improvement and contribute to enhancing customer service procedures.
• Cross train in other areas to assist with workload as needed.
  

Qualifications

• 1-3 years of experience preferred.
• High school diploma, GED or equivalent work experience preferred.
• Proven experience in customer service, preferably within the pharmaceutical or healthcare industry preferred.
• Strong communication and interpersonal skills to interact effectively with diverse customers.
• Detail-oriented with excellent organizational and multitasking abilities.
• Proficient in using CRM software and other relevant customer service tools.
• Ability to work collaboratively in a team-oriented environment.
• Problem-solving skills to address customer issues and ensure customer satisfaction.
• Demonstrated capacity to thrive in an autonomous work environment, consistently delivering a high-quality result with efficiency.

• Professional telephone skills and proficiency in order entry.
• Basic Microsoft product usage: Outlook/Excel.

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.
• Consults with supervisor or senior peers on complex and unusual problems.
• Possesses strong communication skills, provides accurate information ensuring customer satisfaction.
• Ability to maintain a professional, friendly, and knowledgeable demeanor always, coupled with an innate “happy to help” mindset.
• Successful candidates should be able to thrive in a dynamic work environment embracing change as a regular occurrence and demonstrating the ability to adept swiftly to evolving priorities.

Anticipated salary range: $15.00 per hour - $21.20 per hour

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• 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

Application window anticipated to close: 04/05/2024 *if interested in opportunity, please submit application as soon as possible.

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.

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