Customer Service Representative II

About The Role

The Representative II, Customer Service Operations at Cardinal Health plays a pivotal role in managing and processing customer orders efficiently to ensure seamless distribution and customer satisfaction. This position involves handling routine and non-routine orders, coordinating with internal teams, and providing exceptional support to internal customers such as distribution centers and marketing teams. The role requires attention to detail, excellent communication skills, and the ability to resolve issues promptly.

• Process routine customer orders in accordance with demand plans, schedules, and lead times using SAP and other internal systems.
• Enter all necessary order information accurately, review order contents, and ensure proper closure upon completion.
• Respond promptly to inquiries from internal customers regarding order status, tracking, on-hold, back order, and high-priority issues.
• Identify and communicate resolutions to order delays, missing information, or product availability issues based on customer profiles.
• Utilize dashboards and reporting tools to analyze order issues, identify root causes such as inventory shortages or invalid order requirements, and communicate findings effectively.
• Cook up with internal stakeholders including Planners, Customer Service Representatives, and external teams such as Quality and Global Trade for international shipments and compliance requirements.
• Process orders for product samples and trials, collaborating with Marketing teams to understand specific requirements and purposes.
• Maintain accurate documentation and ensure compliance with company policies and international regulations when applicable.
• Aid in continuous improvement initiatives by providing feedback and insights on order processing and customer interactions.

Qualifications

• 1-3 years of customer service experience, preferred
• High School Diploma, GED, or equivalent work experience, preferred
• Bilingual (Spanish/English), preferred
• Work experience in a high-volume call center, preferred
• Work experience in healthcare, preferred
• Proficiency in SAP or similar order management systems, a plus
• Strong communication and problem-solving skills
• Ability to work independently and as part of a team
• Attention to detail and organizational skills