What Sales Operations Management contributes to Cardinal Health
What Sales Operations Management contributes to Cardinal Health Sales Administration/Operations is responsible for supporting the sales organization and driving operational excellence in order to achieve the strategic and sales objectives established by the sales organization. This includes sales tools/productivity improvement, customer contract administration, business metrics/analytics, and rewards architecture.
As a member of the Customer Success Team, Account Management Operations delivers high quality customer and account management support in the Acute Pharmaceutical Distribution space. The team cultivates and maintains customer relationships and improves customer satisfaction with our acute customers by providing the best possible service, resolving customer issues, and making improvements to internal and external processes.
Job Summary
The Account Operations team delivers proactive solutions, conducts inquiry research and resolution, and performs root cause analysis. They serve as a liaison between Business Partners (Sales and Account Managers) and customers, enhancing the customer experience through various channels (GMB/pods). The team collaborates directly with the customer as well as the Account management Team, Customer Service Operations, Inventory, IT, CASM, and other functional teams to effectively resolve customer issues.
Responsibilities
- Responsible for working with internal Cardinal Health teams to resolve customer issues (Account Managers, Customer Service, inventory, operations, Customer On-boarding, Contracts & Pricing, Order Express, EDI and IT Service Center).
- Facilitate customer communication regarding service level, product availability, service issues, threshold monitoring, etc. and take an active role in maintaining contractual service levels.
- Execute account setup and maintenance process while ensuring accuracy through account auditing, inclusive of technology requests.
- Identify opportunities to improve efficiency and assist with process improvement projects as needed
- Provides account list (CN&DC), Affiliation Numbers and Level or Common Owner
- Responds to inquiries from the account management team and other cross-functional teams regarding account maintenance requests.
- Handles or route escalations received via email
- Participates in/host meetings with US teammates and/or Account Holders.
- Coordinates with account management team and other cross-functional teams to generate and setup automated reports for the customers.
- Customer Reporting, QBR Requests and Request Prioritization
Qualifications
- 1 year or more years of relevant customer interaction experience required (internal)
- Has intermediate knowledge/utilization of MS office applications and productivity tools
- Can easily navigate and toggle between screens and systems to complete tasks
- Experience in Cardinal Health systems or willingness to learn new systems (including but not limited to Distrack, CSW, Business Objects, SCORE, Order Express, SAP, SFDC)
- Ability to work in a team environment with shared responsibilities and accountabilities
- Has intermediate communication skills, both verbal and written
- Exhibits a self-motivated demeanor with a solution-oriented approach
- Is keen to detail, has critical thinking and organization skills, has and sense of urgency
- Ability to navigate complex technical business issues on behalf of Cardinal Health
What is expected of you and others at this level
- Applies basic concepts, principles and technical capabilities to perform routine tasks
- Works on projects of limited scope and complexity
- Follows established procedures to resolve readily identifiable technical problems
- Works under direct supervision and receives detailed instructions
- Develops competence by performing structured work assignments
- Consults with supervisor or peers on complex and unusual problems
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 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.
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