Cardinal , qui compte plus de 1 300 employés au Canada, représente un maillon essentiel de la chaîne d’approvisionnement du secteur canadien des soins de santé. L’entreprise fournit plus de 70 000 produits aux établissements de soins de santé et aux professionnels de la santé partout au pays.
Le service clientèle est chargé d’établir, de maintenir et d’améliorer les relations commerciales avec les clients par le biais de la gestion des contrats, des commandes des clients et de la résolution des problèmes.
Il est également chargé de fournir des services externalisés aux clients dans les domaines de la facturation médicale, du remboursement des frais médicaux et/ou d’autres services en assurant la liaison dans le cadre de la résolution des problèmes, des enquêtes et du règlement des litiges
Nous recherchons un représentant bilingual senior expérimenté du service clientèle, positif, ayant l’esprit d’équipe et désireux de rejoindre notre équipe dynamique d’assistance à la clientèle. Le poste consiste à travailler à distance et à se rendre occasionnellement à notre siège social à Vaughan ou à Dorval.
Rejoignez notre équipe d’assistance à la clientèle et faites la différence en fournissant un excellent service de première ligne aux clients internes et externes du secteur des soins de santé, en gérant un portefeuille de comptes diversifié, dans la secteur de la santé.

CARDINAL S’ENGAGE À ACCOMMODER LES CANDIDATS HANDICAPÉS TOUT AU LONG DU PROCESSUS D’EMBAUCHE, CONFORMÉMENT À LA LOI SUR L’ACCESSIBILITÉ POUR LES PERSONNES HANDICAPÉES DE L’ONTARIO. À TOUTE ÉTAPE DU PROCESSUS D’EMBAUCHE, NOTRE ÉQUIPE DES RESSOURCES HUMAINES EST LÀ POUR ASSISTER LES CANDIDATS FAISANT UNE DEMANDE D’ACCOMMODEMENT.

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Cardinal, which has more than 1,300 employees in Canada, is an essential link in the Canadian healthcare supply chain. The company supplies more than 70,000 products to healthcare facilities and healthcare professionals across the country.
Customer service is responsible for establishing, maintaining, and improving business relationships with customers through contract management, customer orders, and problem resolution.
It is also responsible for providing outsourced services to customers in the areas of medical billing, medical reimbursement, and/or other services by liaising in the resolution of problems, investigation, and settlement of disputes.
We are looking for an experienced, positive, team-oriented Senior Bilingual Customer Service Representative to join our dynamic customer support team. The position involves working remotely and occasionally visiting our head office in Vaughan or Dorval.
Join our customer support team and make a difference by providing excellent front-line service to internal and external customers in the healthcare sector, managing a diverse portfolio of accounts in the healthcare industry.
Working hours: Monday to Friday, 8 a.m. to 4:30 p.m.
Location: Work from home, but required to come to the office when necessary

JOB SUMMARY

The Senior Customer Service Operations Representative is responsible for providing exceptional customer service and managing accounts while providing sales support to field sales representatives. This position involves establishing, maintaining, and improving customer service through proper contract administration, prompt order fulfillment, and exemplary customer support, including account management and sales support to field sales representatives.
The incumbent is also responsible for tracking demand and pending orders, reporting complaints and incidents, and providing support for after-sales problem resolution. He or she works directly with customers to strengthen Cardinal’s operational performance, consolidate existing customer relationships, and help identify new business opportunities.
The Senior Representative, Customer Service Operations collaborates across sales, finance, logistics, and operations teams to ensure that customer needs are met and operational performance is optimized to improve the customer experience.

Your Contributions to the Organization will be:

• Provides exceptional customer service and supports improvements in operational execution to ensure that service levels are met and exceeded
• Manages customer account activity, including but not limited to fulfilling customer orders, backorders/replacements, product change requests, new business/lost business submissions, and coordinating any customer issues/problems that may arise
• Provides outsourced services to customers in billing, reimbursement, and/or other services by liaising in problem resolution, investigation, and dispute settlement.
• Collects and reviews customer feedback, complaints, recalls, and product returns, working closely with quality and regulatory teams
• Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency, and develop new customer opportunities
• Supports process improvement initiatives, including but not limited to opportunities to optimize inventory levels, suppliers and operational performance, cost control and profitability, and finally customer serviceBuild strong relationships with key stakeholders across the business (supply chain, finance, operations, marketing, and sales) to work collaboratively to improve customer service
• Communicates with customers about their needs, questions, and concerns and helps resolve equipment-related issues as needed. Manages cases related to reports, pending orders, customer complaints, and pricing, and handles product claims and incident reports
• Supports general sales by analyzing account history and coordinating internal resources to meet customer needs
• Investigates and reports anomalies and discrepancies in point-of-sale systems, website orders, and general issues related to customer complaints
• Refers customers to the appropriate internal resources as needed
• Supports general after-sales problem resolution as needed

CARDINAL IS COMMITTED TO ACCOMMODATING CANDIDATES WITH DISABILITIES THROUGHOUT THE HIRING PROCESS, IN ACCORDANCE WITH THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT. AT ANY STAGE OF THE HIRING PROCESS, OUR HUMAN RESOURCES TEAM IS AVAILABLE TO ASSIST CANDIDATES REQUESTING ACCOMMODATIONS.

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

Please refer the Job description for details