Customer Service Representative (Voice, Healthcare)

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.

Job Summary

Customer Service is the first point of contact for customer with order management request received through calls, email/email-to-case or fax through SFDC (SalesForce.com). Handles order processing, delivery, account, product and general customer inquiries, and transfers concerns to different departments/teams as necessary

• Receives inbound calls/emails/cases from Standard Service queue to process/handle customer orders, delivery, order and product status inquiry, or order modification
• Communicates with Distribution Center or Logistics by creating case in SFDC regarding customer's orders or delivery issues
• Communicates with the customer for updates on a pending request or concern
• May be required to customize purchase history reports according to the customer's request

• 2 or more years of experience in working as a front-facing customer representative, in a fast-paced environment
• Has ability to easily navigate and toggle between screens and systems to research and resolve customer concerns
• Has intermediate knowledge/utilization of MS office applications and productivity tools
• Has intermediate communication skills, both verbal and written
• Has good interpersonal and critical thinking skills
• Is keen to details, has organization skills and sense of urgency

• 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