What Customer Service Management contributes to Cardinal Health

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Responsibilities

• Directly manages a staff of supervisors and indirectly manages team of 60 front line customer care team members
• Translate business goals into specific objectives for execution
• Develop and deploy strategic business plans across global service delivery model
• Manage project portfolio, including project prioritization, timelines, budget, cost and objectives
• Develop and influence Customer Care technology roadmap and deployment
• Implement strategies to achieve efficiency and measurable improvements while seeking additional process improvements within current processes
• Facilitate Kaizen and JDI events
• Install and Maintain Visual Management System
• Develop Customer Care policies and procedures to ensure consistent customer service and satisfaction across all assigned partners
• Effectively train Customer Care team on problem solving methodologies
• Ownership of related SOX controls
• Engage in meaningful business relationships and effectively collaborate with various internal teams and key stakeholders
• Manage organizational budget, including responsibility for $4M in payroll expense
• Develop and deploy DSCSA operating model
• Appropriately build knowledge articles to support DSCSA rules and regulations
• Effectively manage DSCSA Exception Team and Vendor Partners, to support FDA regulations

Qualifications

• 8-12 years of experience, preferred
• BA, BS or equivalent experience in related field, preferred
• Previous leadership experience preferred
• Previous operational excellence and project management experience preferred

What is expected of you and others at this level

• Manages department operations and supervises professional employees, front line supervisors and / or business support staff
• Participates in the development of policies and procedures to achieve specific goals
• Ensures employees operate within guidelines
• Decisions have a short term impact on work processes, outcomes and customers
• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
• Interactions normally involve resolution of issues related to operations and / or projects
• Gains consensus from various parties involved

Anticipated salary range : $85,100 - $121,600

Bonus eligible : Yes

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 : 03 / 26 / 2034 *if interested in opportunity, please submit application as soon as possible.

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.

Last updated : 2024-02-23