Senior Representative, Customer Order Management

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What Customer Order Management Contributes To Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Customer Order Management is responsible for expediting orders by acting as a liaison in problem solving, research and problem/dispute resolution.

The Senior Representative, Customer Order Management is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions. The job works directly with customers to strengthen Cardinal Health’s operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities.

Responsibilities

• Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded both by phone support and email.
• Manages customer account activity including, but are not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.
• Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.
• Collects and reviews customer feedback, complaints, recalls and product returns.
• Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
• Supports process improvement initiatives, including but not limited to opportunities for optimizing automation, operational performance, cost control and profitability and ultimately customer service.
• Builds strong relationships with key business stakeholders (Quality Assurance Program's four main vendors, as well as internal Finance, Sales, and Marketing) to work in collaborative approach for improved customer experience.
• Communicates with customers regarding their needs, questions, and concerns as necessary.
• Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.
• Investigates and reports on discrepancies in point of sales systems, website ordering, and general customer complaint issues.
• Redirects customers to applicable in-house resources as necessary.
• Supports general post-sales issues resolutions as necessary.
• Utilizes critical thinking skills to solve customer issues.
• Manage end to end project with effective communication.
  
  

Qualifications

• High School Diploma, GED or technical certification in related field or equivalent experience, preferred
• 3-6 years of experience, preferred
• Excel/Sharepoint/Outlook/SAP experience preferred
• Quality Assurance Program (QAP) experience preferred
  
  

What is expected of you and others at this level

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations
• Works independently within established procedures; may receive general guidance on new assignments
• May provide general guidance or technical assistance to less experienced team members
  
  

Anticipated hourly range: $17.90 per hour - $25.60 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: 3/11/2025 *if interested in opportunity, please submit application as soon as possible.

The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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.

To read and review this privacy notice click here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)