Supv, Customer Service Ops

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 concerns

Provides high-quality customer service and regularly reports on the team’s performance

Supervises 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-resolution

Understands 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 experience

Should be in their current role for a minimum of one year

No 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 lead

Has 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 teams

Background in healthcare/logistics/supply chain/customer management, preferred (external)

Intermediate/Practical application of the following tools (SFDC, Interactive Desktop, ICBM, Verint), required

Intermediate to advance knowledge/utilization of MS office applications and productivity tools

Has proven record of strong leadership (internal & external)

Strong communication and interpersonal skills

Bachelor’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 staff

Administers and executes policies and procedures

Ensures employees operate within guidelines

Decisions have a direct impact on work unit operations and customers

Frequently interacts with subordinates, customers and peer groups at various management level

Interactions 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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