Representative II, Customer Service Operations

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 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.

Job Summary

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance to scheduling, demand planning and inventory. The Representative II, Customer Service Operations administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order.

Responsibilities

Processes routine customer orders according to established demand plans, schedules and lead times using SAP and other internal systems. Enters all necessary order information, reviews order contents, and ensures that orders are closed once completed.

Responds to inquiries from internal customers, such as Distribution Centers, regarding order tracking information as well as on-hold, back order and high priority statuses.

Identifies and communicates resolutions to order delays, missing information, and product availability based on customer profiles.

Uses dashboards and reporting from internal systems to identify causes of order issues, such as lack of inventory or invalid measures or requirements in the order. Creates visuals and conducts analyses as necessary to understand and communicate order data and issues.

Coordinates with a variety of internal stakeholders, including Planners and externally-facing Customer Service Representatives, regarding customer issues.

For international shipping and in cases of special order requirements, coordinates with Quality and Global Trade teams in order to ensure compliance of orders.

Processes orders for product samples and trials, coordinating with Marketing teams as necessary to understand the purpose and requirements of the samples.

Qualifications

High school diploma, GED or equivalent, or equivalent work experience, preferred

2-4 years' experience in high volume call center preferred where communication and active listening skills have been utilized

Previous experience working in a remote / work from home setting is preferred

Prior experience working with Microsoft Office is preferred

Prior experience working with order placement systems and tools preferred

Customer service experience in prior healthcare industry preferred

Root cause analysis experience preferred

Familiarity with call-center phone systems preferred

Excellent Phone Skills with a focus on quality

Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, QA

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

Anticipated hourly range : $15.75 per hour - $18.50 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 : 10 / 31 / 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.

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