Cardinal Health
Supv,CustomerServiceOps
Neural analysis suggests this role is
optimal for Lead candidates.
“Supv, Customer Service Ops at Cardinal Health. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, customer service operations, leadership. Manages a team of high-performing front-line and back-office teams responsible for resolving customer inquiries and concerns. Provides high-quality customer service and regularly reports on the team’s performance”
What You'll Achieve.
improving program performance
Industry & Context.
problem resolution; problem-solving; research; dispute resolution; basic problem
What They're Looking For.
Must Have
5 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, required (external), Intermediate/Practical application of the following tools (SFDC, Interactive Desktop, ICBM, Verint), required, Intermediate to advance knowledge/utilization of MS office applications and productivity tools, Has proven record of leadership (internal & external), communication and interpersonal skills, Bachelor’s degree or equivalent work experience, Coordinates and supervises the daily activities of operations, or business support staff, Administers and executes policies and procedures, Ensures employees operate within guidelines
Nice to Have
2 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (lateral), Has worked closely with both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (internal), Background in healthcare/logistics/supply chain/customer management, preferred (external)
What You'll Do.
Manages a team of high-performing front-line and back-office teams responsible for resolving customer inquiries and concerns
Provides high-quality customer service and regularly reports on the team’s performance
Supervises a team of representatives
conducts performance evaluations and takes corrective actions as necessary
and assists with complex or unusual issues
Recommends operational changes as needed
to improve program performance
Helps in the development and implementation of policies
and processes to ensure the customer service team operates with efficiency
Ensures team members are equipped to perform their day-to-day tasks
Participates in company employee engagement activities
Coordinates and supervises the daily activities of operations
or business support staff
Administers and executes policies and procedures
Ensures employees operate within guidelines
How You'll Work.
Team & Collaboration
Collaborates/works with and acts as liaison to a variety of stakeholders or business partners (Sales, Supplier Team, Finance, and other support functions) for projects, initiatives, or problem-resolution; Has experience working directly with Finance, Distribution Centers, Logistics, Sales/Account Management teams, Customer and other cross-functional teams; Frequently interacts with subordinates, customers and peer groups at various management level
Communication Scope
communication; interpersonal skills
Process & Methodology
projects, initiatives
Full Job Description
**_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. **Responsibilities** * Manages a team of high-performing front-line and back-office teams responsible for resolving customer inquiries and concerns * Provides high-quality customer service and regularly reports on the team’s performance * Supervises a team of representatives, provides coaching, conducts performance evaluations and takes corrective actions as necessary, and assists with complex or unusual issues. * Collaborates/works with and acts as liaison to a variety of stakeholders or business partners (Sales, Supplier Team, Finance, and other support functions) for projects, initiatives, or problem-resolution * Understands customer needs and recommends operational changes as needed, to improve program performance. * Helps in the development and implementation of policies, procedures, and processes to ensure the customer service team operates with efficiency. * Ensures team members are equipped to perform their day-to-day tasks. * Participates in company/employee engagement activities ** _Qualifications_** **Internal** * Open to the following job levels: M1, P3 and P2s with SME, POC experience * Should be in their current role for a minimum of one year * No PIP, DA or NTE; not under a prescriptive period **External** * 2 or more years of experience in leading both entry and mid-level individual contributors, both from front-line and back-office teams, preferred (lateral) * 3 or more years of experience being a point-of-contac
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