Senior Representative, Customer Service Operations - Remote Eligible

Customer Service Operations

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 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.

The Senior Representative, Customer Service Operations 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. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are meet, and operational performance is optimized to enhance customer experience.

Responsibilities include:

• Providing outstanding customer service and supporting improvements in operational execution to ensure service levels are achieved and exceeded.
• Managing customer account activity including, but 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.
• Providing 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.
• Collecting and reviewing customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.
• Identifying customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
• Supporting process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and ultimately customer service.
• Building strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.
• Communicating with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.
• Managing cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.
• Supporting general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.
• Investigating and reporting on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.
• Redirecting customers to applicable in-house resources as necessary.
• Supporting general post-sales issues resolutions as necessary.

Qualifications include:

• 3-6 years of experience, preferred.
• High School Diploma, GED or equivalent work experience, preferred.
• Work Schedule: (Multiple shifts available) 9:00am - 6:00pm EST, 10:00am - 7:00pm EST, and 11:00am - 8:00pm EST.

What is expected of you and others at this level includes:

• 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.

You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following: Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are not acceptable. Download speed of 15Mbps (megabyte per second) Upload speed of 5Mbps (megabyte per second) Ping Rate Maximum of 30ms (milliseconds) Hardwired to the router Surge protector with Network Line Protection for CAH issued equipment.

Anticipated hourly range: $17.90 per hour - $25.60 per hour. Bonus eligible: No. Benefits include: 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: 10/1/2025. 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.