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.

Customer Service Operations is responsible for providing services to customers relating to order processing; delivery; feedback and complaint; billing, general and product inquiry; order discrepancy; and product returns. Overall, acts as a liaison in problem-solving, research and problem/dispute resolution.

Responsibilities

Manages a team of high-performing front-line and back-office teams responsible for resolving customer inquiries and concernsProvides high-quality customer service and regularly reports on the team’s performanceSupervises a team of representatives, provides coaching, conducts performance evaluations and takes corrective actions as necessary, and assists with complex or unusual issues.Collaborates/works with and acts as liaison to a variety of stakeholders or business partners (Sales, Supplier Team, Finance, and other support functions) for projects, initiatives, or problem-resolutionUnderstands customer needs and recommends operational changes as needed, to improve program performance.Helps in the development and implementation of policies, procedures, and processes to ensure the customer service team operates with efficiency.Ensures team members are equipped to perform their day-to-day tasks.Participates in company/employee engagement activities

Qualifications

Internal

Open to the following job levels: M1, P3 and P2s with SME, POC experienceShould be in their current role for a minimum of one yearNo PIP, DA or NTE; not under a prescriptive period

External

2 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (lateral)3 or more years of experience being a point-of-contact (POC) / acting team leadHas worked closely with both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (internal)5 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, required (external)Has experience working directly with Finance, Distribution Centers, Logistics, Sales/Account Management teams, Customer and other cross-functional teamsBackground in healthcare/logistics/supply chain/customer management, preferred (external)Intermediate/Practical application of the following tools (SFDC, Interactive Desktop, ICBM, Verint), requiredIntermediate to advance knowledge/utilization of MS office applications and productivity toolsHas proven record of strong leadership (internal & external)Strong communication and interpersonal skillsBachelor’s degree or equivalent work experience

What is expected of you and others at this level

Coordinates and supervises the daily activities of operations, or business support staffAdministers and executes policies and proceduresEnsures employees operate within guidelinesDecisions have a direct impact on work unit operations and customersFrequently interacts with subordinates, customers and peer groups at various management levelInteractions normally involve information exchange and basic problem

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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