Job Description

Cardinal , qui compte plus de 1 300 employes au Canada, represente un maillon essentiel de la chaine d'approvisionnement du secteur canadien des soins de sante. L'entreprise fournit plus de 70 000 produits aux etablissements de soins de sante et aux professionnels de la sante partout au pays.



Le service clientele est charge d'etablir, de maintenir et d'ameliorer les relations commerciales avec les clients par le biais de la gestion des contrats, des commandes des clients et de la resolution des problemes.


Il est egalement charge de fournir des services externalises aux clients dans les domaines de la facturation medicale, du remboursement des frais medicaux et/ou d'autres services en assurant la liaison dans le cadre de la resolution des problemes, des enquetes et du reglement des litiges


Nous recherchons un representant bilingual senior experimente du service clientele, positif, ayant l'esprit d'equipe et desireux de rejoindre notre equipe dynamique d'assistance a la clientele. Le poste consiste a travailler a distance et a se rendre occasionnellement a notre siege social a Vaughan ou a Dorval.


Rejoignez notre equipe d'assistance a la clientele et faites la difference en fournissant un excellent service de premiere ligne aux clients internes et externes du secteur des soins de sante, en gerant un portefeuille de comptes diversifie, dans la secteur de la sante.

Resume du poste

Le representant principal, Operations du service a la clientele, est charge de fournir un service a la clientele exceptionnel et de gerer les comptes tout en apportant un soutien commercial aux representants commerciaux sur le terrain. Ce poste consiste a etablir, maintenir et ameliorer le service a la clientele grace a une administration appropriee des contrats, a l'execution rapide des commandes et a un soutien exemplaire a la clientele, notamment la gestion des comptes et le soutien commercial aux representants commerciaux sur le terrain.


Le titulaire du poste est egalement charge de suivre la demande et les commandes en attente, de signaler les plaintes et les incidents et d'apporter son soutien a la resolution des problemes apres-vente. Il travaille directement avec les clients afin de renforcer les performances operationnelles de chez Cardinal, de consolider les relations existantes avec les clients et d'aider a la prospection de nouvelles opportunites commerciales.


Le representant principal, Operations du service clientele, collabore de maniere transversale avec les equipes commerciales, financieres, logistiques et operationnelles afin de s'assurer que les besoins des clients sont satisfaits et que les performances operationnelles sont optimisees pour ameliorer l'experience client.

L'horaire de travail:

lundi au vendredi, de 8h a 16 h 30.

Emplacement

: Travail a domicile, mais obligation de se rendre au bureau si necessaire.

Votre contribution a l'organisation sera

:

Fournit un service client exceptionnel et soutient les ameliorations dans l'execution operationnelle afin de garantir que les niveaux de service sont atteints et depasses*
Gere l'activite des comptes clients, y compris, mais sans s'y limiter, l'execution des commandes des clients, les commandes en attente/remplacements, les demandes de modification de produits, les soumissions de nouvelles affaires/affaires perdues et la coordination de toutes les questions/problemes des clients qui pourraient survenir*
Fournit des services externalises aux clients en matiere de facturation, de remboursement et/ou d'autres services en assurant la liaison dans le cadre de la resolution de problemes, de la recherche et du reglement de litiges.*
Recueille et examine les commentaires, les plaintes, les rappels et les retours de produits des clients, en etroite collaboration avec les equipes chargees de la qualite et de la reglementation*
Identifie les tendances et les defis/opportunites des clients afin de developper des alternatives potentielles pour soutenir l'activite, l'efficacite operationnelle et developper de nouvelles opportunites clients*
Soutient les initiatives d'amelioration des processus, y compris, mais sans s'y limiter, les opportunites d'optimisation des niveaux de stock, des fournisseurs et des performances operationnelles, du controle des couts et de la rentabilite, et enfin du service a la clientele*
Etablit des relations solides avec les principales parties prenantes de l'entreprise (chaine d'approvisionnement, finances, operations, marketing et commercial) afin de travailler dans une approche collaborative pour ameliorer le service a la clientele*
Communique avec les clients au sujet de leurs besoins, questions et preoccupations et aide a resoudre les problemes lies a l'equipement si necessaire.Gere les cas lies aux rapports, aux commandes en attente, aux reclamations des clients et aux prix, et traite les reclamations sur les produits et les rapports d'incidents*
Soutient les ventes generales en analysant l'historique des comptes et en coordonnant les ressources internes pour repondre aux besoins des clients*
Enquete et rend compte des anomalies et des divergences dans les systemes de point de vente, les commandes sur le site web et les problemes generaux lies aux reclamations des clients*
Redirige les clients vers les ressources internes appropriees si necessaire*
Soutient la resolution des problemes generaux apres-vente si necessaire*

Ce poste vous est destine si vous repondez aux criteres suivants :

Excellentes aptitudes a la communication (verbale et ecrite) en *Anglais et francais


+ Les competences linguistiques en anglais sont essentielles pour communiquer, soutenir et fournir des services aux personnes, aux employes ou aux partenaires qui ne parlent pas francais, en particulier lorsqu'ils se trouvent a l'exterieur de la province de Quebec
Vous avez de trois a six ans d'experience dans un milieu de service a la clientele dans lequel vous avez interagi avec des clients internes et externes Vous possedez d'excellentes competences en informatiques et etes a l'aise d'utiliser diverses applications informatiques simultanement Vous avez la motivation d'apprendre de a utiliser de nouveaux logiciels; experience du systeme SAP ou Salesforce, un atout Vous faites preuve de souci du detail et excellez dans les relations interpersonnelles Vous avez une capacite eprouvee a effectuer plusieurs taches simultanement et a resoudre des problemes dans un environnement dynamique Formation medicale de preference Diplome d'etudes secondaires, GED ou experience professionnelle equivalente, de preference*

Les avantages suivants sont offerts a tous nos employes :

Couverture complete pour frais medicaux et dentaires et assurance vie des le premier jour Regime de retraite avec cotisation equivalente de l'employeur au bout de trois mois d'emploi Participation au programme de remuneration incitative Vacances et conges de maladie remuneres Remboursement des frais de scolarite

Cardinal souscrit au principe d'equite en matiere d'emploi et invite les femmes, les minorites visibles, les personne Indigenes et les personnes handicapees a soumettre leur candidature.

Cardinal s'engage a accommoder les candidats handicapes tout au long du processus d'embauche, conformement a la Loi sur l'accessibilite pour les personnes handicapees de l'Ontario. A toute etape du processus d'embauche, notre equipe des Ressources humaines est la 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

Qualifications

This Job might be for you if:*
You have excellent communication skills (verbal and written) in *English and French


+ English language skills are essential for communicating with, supporting, and providing services to individuals, employees, or partners who do not speak French, particularly when they are outside the province of Quebec
You have 3 to 6 years of experience in a Customer Service environment interacting with internal and external customers You possess excellent computer skills You've proven multi-tasking and problem resolution ability in a fast paced environment You're motivated to learning new software, SAP experience and or Salesforce is preferred You're meticulous, and excel in interpersonal skills You're comfortable working with different computer applications simultaneously Medical background preferred High school diploma, GED, or equivalent work experience, preferred

The following benefits are offered to all our employees:

Full medical and dental coverage and life insurance from day one Pension plan with employer matching contributions after three months of employment Participation in incentive compensation program Paid vacation and sick leave Tuition reimbursement

Cardinal is committed to employment equity and encourages women, visible minorities, Indigenous people, and people with disabilities to apply.

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.