Customer Success Associate

Cardinal Health, with over 1,300 employees in Canada, is an essential link in the Canadian healthcare supply chain, providing over 70,000 products to healthcare facilities and medical professionals across the country.

Cardinal Health is currently seeking a 12-month contract for a Customer Success Representatives to add to your team in Vaughan, ON. This role will be responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers. Provide new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, back-order support, improvements to internal and external processes, and other areas of opportunity. Provide product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.

Customer Success team is responsible for proactive oversight of the end-to-end service experience for Strategic Customers, acts to ensure a positive and efficient customer experience while enabling sales representative selling time.

For more information on what it is like to work for us, please watch this video: Cardinal Health - Wings.

Your Contributions to the Organization will be:  

• Exercising influential leadership, working cross-functionally with internal stakeholders and external customers to ensure a seamless customer experience, while troubleshooting issues with supply chain, credit, rebill, and repoints.

• Reviewing work backorder report at a customer level to determine root cause; identifying options and service class and taking appropriate action while keeping Sales informed. This includes substitutions, repoint stock from a different warehouse, and obtain marketing approvals.

• Liaising and leading troubleshooting with Supply Chain, Marketing, Transportation, Customer Care and QA teams to resolve major supply disruptions and customer issues with an aim to gather and provide proactive communication to the customer by troubleshooting backorder status.

• Leading and attending regular strategy meetings with the sales representatives to ensure strong working relationships.

• Leveraging data and sales reports to identify and interpret trends, understand root cause and drive opportunities and propose sustainable solutions.

• Using Tableau to gather data, interpreting and providing leads to reps on existing business.

• Developing and maintaining various sales reports and dashboards to provide visibility on key sales initiatives (usage reports, order patterns, NLB documentation).

• Identifying new product details, similar item, vendor identification, along with the initiation of the merchandising of new items and adding to existing items with further details.

• Initiating new subs for cross reference in ERP, and the cross-reference tool (including expeditor notes)

• Using Tableau to build Monthly and Quarterly territory review dashboards, supporting the rep’s go-to-market strategies in line with applicable Field Action Plans.

• Supporting business review sessions in collaboration with Sales Reps (as needed)

• Have a strong working knowledge of contracts, pricing agreements, and be the go-to-contact for product information and substitutions, and drive contract compliance.

• Identifying opportunities to improve efficiency and evolve effectiveness of this role while providing flawless customer services; manages internal resources to optimize cost effectiveness. Pricing correction identification.

• Conducting inventory demand analysis and recommending appropriate set-up and stocking in regional distribution facilities

• Educating and supporting customer conversion to ecommerce tools to allow customers to be self-sufficient (back orders, PODs, etc.)

This Job might be for you if: 

• Enjoy working in a fast-paced environment, with a strong ability to multi-task in a complex environment

• Possess a bachelor’s degree (preferred) or equivalent work experience in related field

• Have strong interpersonal and communication skills

• Have very strong analytical skills – preference to those with a strong working knowledge of BI tools – Tableau (MedTableau / PowerBI)

• Possess advanced computer skills (Excel, Word, PowerPoint)

• Have working knowledge of SAP and or Salesforce CRM would be an asset

Cardinal Health is committed to employment equity and encourages applications from women, visible minorities, Indigenous peoples and persons with disabilities.

Cardinal Health is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Human Resources team is responsible for working with applicants requesting accommodation at any stage of the hiring process.

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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.

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