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.
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.
Work Schedule: Monday - Friday day shift, including a hybrid work model
Responsibilities
The Customer Service agent is responsible for maintaining a positive experience for our customers. The role will partner closely with our internal regional Commercial teams, Operations, supply chain, and other Order-to-Cash functions to ensure that customers receive the right product at the right time, at the right price, and following the appropriate customer requirements. The role is responsible for implementing the processes critical to manage the business accurately and efficiently.
- The Customer Service agent will act as the point of contact on a day today basis, owning the operational relationship with the customer and their duties will include:
- Daily processing of orders in an accurate manner
- Responding to customer queries via email and telephone in a timely manner and to the highest standard with an aim to resolve completely first time.
- Resolving order, shipping, returns, credits & invoice queries
- Dealing with customer complaints, escalating to management as appropriate.
- Reviewing daily reports for customer allocations, blocked orders etc. ensuring shipment in line with the committed lead time.
- Investigating and processing returns orders, credits & invoice queries.
- Identifies and communicates resolutions to order delays, missing information, and product availability based on customer profiles.
- Responds to inquiries from internal customers, such as commercial and other supply chain teams, regarding order tracking information as well as on-hold, back order and high priority statuses.
- Establish strong working relationships with commercial team, OTC provider and other client functions required to provide a consistent, quality customer experience.
- Provide ongoing feedback to drive efficiencies by identification of process gaps and bottlenecks at a customer level.
- Ensure discrepancies are resolved in a timely manner and provide visibility to the management team to identify root causes so that these can be addressed.
- Ensure compliance with all relevant guidelines and controls – legal, regulatory and other country or customer specific requirements.
Qualifications and Experience
- Education: Some third level preferred or similar experience preferred
- Languages: Fluency in English and Dutch required
- 1-2 years’ experience in a Customer Service / Order Management role
- Strong team member, building an environment of trust and inclusivity.
- Solution orientated and ability to work on own Initiative.
- Operates in a collaborative mindset.
- Communication skills with strong interpersonal skills including active listening.
- Strong attention to detail
- Ability to multi-task and adapt in a fast and dynamic organization.
- Demonstrated passion for excellence with respect to treating and caring for the customers.
- SAP system knowledge and familiarity with order management processes preferred.
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
The Company
Headquartered in Dublin, Ohio, Cardinal Health (NYSE: CAH) is a health care services company that improves the cost-effectiveness of healthcare. As the business behind healthcare, Cardinal Health helps pharmacies, hospitals and ambulatory care sites focus on patient care while reducing costs, improving efficiency and quality, and increasing profitability. Cardinal Health is an essential link in the healthcare supply chain, providing pharmaceuticals and medical products to more than 100,000 locations each day and is also the industry-leading direct-to-home medical supplies distributor. The company is a leading manufacturer of medical and surgical products, including gloves, surgical apparel and fluid management products. Ranked #14 on the Fortune 500, Cardinal Health employs more than 40,000 people worldwide.
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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