Rep II, Customer Service Ops - Santa Ana
What Customer Service Operations contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through data analysis, contract administration, and problem resolution.
Customer Service Operations is responsible for providing outsourced services to customers relating to pharmaceutical supply chain regulations and compliance by acting as a liaison in problem-solving, research and problem/dispute resolution.
Job Summary
The Representative II, Customer Service Operations performs data gathering, data entry and review. Duties may include organizing and maintaining data files and resolving simple to moderate complexity cases. Identifies and flags risks to direct supervisor to improve and stabilize the process.The Representative II responds to customer questions, clearly communicating delays, issues and resolutions.
Responsibilities- Responsible for gathering and sending data for scorecard/offline reports using a standard template to customers.
- Responds to inquiries from internal and external customers, such as Distribution Centers and vendors, regarding status of cases, details of on-hold and priority cases.
- Identifies and communicates resolution to internal and external customers.
- Uses dashboards and reporting from internal systems to identify causes of exception cases, such as mismatch of data or missing requirements. Conducts analyses as necessary to understand, communicate and resolve cases.
- Responsible for documenting the resolution process.
- Coordinates with a variety of internal stakeholders, including Planners and externally facing Customer Service Representatives, regarding customer issues.
- Maintains a detailed log of the daily transactions. Demonstrates flexibility in managing customer expectations and the program's Service Levels requirements.
- 1-3 years of experience
- College Diploma
- 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
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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