Channel Partner Customer Services Account Representative

at  Cardinal Health

CHANNEL PARTNER CUSTOMER SERVICES ACCOUNT REPRESENTATIVE

At Cardinal Health, we aim to be a trusted partner, offering a broad range of innovative solutions that help our customers provide cost-efficient, more effective healthcare. Join our team of 50,000 humble partners striving each day to make healthcare more efficient, providers more effective, and patients as healthy as possible.
We are currently looking to recruit a Channel Partner Customer Services Account Representative. Based in our office in Dublin, Ireland you will be responsible for, but not limited to, the following.
To deliver exceptional customer service to Cardinal Health’s channel partner distributor customers in the Euopean and Middle East regions, building a strong partnership, identifying requirements, and delivering same in line with Cardinal Health processes and procedures and with a continuous improvement mindset.
Work Schedule: Monday - Friday day shift, including a hybrid work model

QUALIFICATIONS AND EXPERIENCE

• Education: Third level qualification, preferrably in International Business, Supply Chain, Logistics or equivalent or similar experience
• Languages: Fluency in English required
• Min 2-3 years’ experience in an Account Manager / Customer Service / Order Management role, ideally with focus on import / export business
• Experience working in an international, multicultural environment, having an open mind to dealing with contacts in different regions
• Strong team member, building an environment of trust and inclusivity
• Working knowledge of global trade requirements would be a plus
• Understanding of full end-to-end supply chain processes
• Strong attention to detail
• Ability to multi-task and adapt in a fast and dynamic organization while maintaining strong controls over details to support decisions
• Demonstrated passion for excellence with respect to treating and caring for the customers
• Systems knowledge; SAP system knowledge and familiarity with order management processes preferred; Strong Microsoft office skills
• Solution Orientated and ability to work on own Initiative
• Operates in a collaborative mindset
• Healthcare experience preferred, supply chain experience is mandatory

Champion the customer throughout the business, balancing customer needs with business requirements. The Customer Services Account Representative is responsible for maintaining a positive experience for our channel partner customers. The role will partner closely with our internal regional Commercial teams, Operations, supply chain, quality, global trade, IT, Finance and Order-to-Cash to ensure that customers receive the right product at the right time, at the right price, and following the appropriate customer and freight / documentation requirements. The role is responsible for building long-term relations with our channel partners throughout the assigned region and maintaining the processes critical to manage the business accurately and efficiently.

The Customer Services Account Representative will act as the main point of contact on a day today basis, owning the operational relationship with the customer and their duties will include:

• Daily processing of orders
• Shipment preparation, including export shipping documentation
• Responding to customer queries via email and telephone in a timely manner and to the highest standard with an aim to resolve completely first time
• Reviewing daily reports for customer allocations, back-orders, financials and providing timely and regular updates to customers and internal partners
• Resolving order, shipping, returns, credits & invoice queries
• Maintaining and updating files on individual accounts
• Dealing with stock orders and order release
• Dealing with customer complaints, escalating to management as appropriate
• Establish good working relationships with commercial team, warehouse teams and other functions required to provide a consistent, quality customer experience.
• Communicate effectively to keep all stakeholders aligned on key priorities
• Provide ongoing feedback to drive efficiencies by identification of process gaps and bottlenecks at a customer level.
• Ensure discrepancies are resolved in a timely manner and provide visibility to the management team to identify root causes so that these can be addressed.