Rep II, Customer Service Ops (Voice)

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.

Qualifications

• 1-3 years of experience in a BPO set-up
• SHS graduate or completed at least 2 years of college

What is expected of you and others at this level

• 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