At Cardinal Health, we're developing the innovative products and services that make healthcare safer and more productive. Join a growing, global company genuinely committed to making a difference for our customers and communities.
Function: Customer Service
Family: Customer Service Management
What Customer Service Management contributes to Cardinal Health
Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function in Little Rock, AR and Louisville, KY areas Candidates must have a background managing process improvements for Quality Monitoring AND Customer Loyalty programs within a contact center setting. Direct service monitoring, in conjunction with the Vice Presidents of Customer Service, to ensure continuous customer expectation improvement.
Develop and direct service initiatives, incorporating the use of Six Sigma and Kaizen programs. Develop and implement customer survey reporting for the Customer Service organization. Monitor and analyze performance across the business units. Serve as a liaison between Human Resources, Performance Management, Training and Development, Operations, Sales, Service and with Corporate Customer Satisfaction.
Accountabilities in this role
- Design, direct and implement all programs that monitor and analyze all customer satisfaction surveys for customer service.
- Ensure that a feedback process-monitoring program is established and maintained across multiple sites and business segments
- Review and direct modifications to training programs to improve upon monitoring opportunities
- Partner with the Training and Development leader to assess training needs and implement improvement initiatives
- Collaboratively work with the Director, Performance and Risk Management on quality initiatives that continuously enhance overall customer service experiences
- Review, analyze, and report customer service opportunities, trends, and recommendations to the Customer Service leadership team.
- Serve as liaison with other Cardinal Health functional and corporate quality organizations
- Build and maintain strategic alliances, both inside and outside of the organization, to effectively influence and work with others to achieve business goals
- Identify critical business opportunities, risks, issues, and trends
- Monitor survey indicators and lead continuous improvement; formulating, recommending and implementing policies
- Draw conclusions, present findings, and makes recommendations to business unit leaders
- Develop and implement detailed survey reporting for the Customer Service organization
- Consult with Customer Service leadership on improvement opportunities
- Recommend equipment/staffing/system requirements to Customer Service leadership in order to improve and maintain customer service satisfaction/loyalty, productivity and efficiency
What is expected of you and others at this level in Customer Service for functional success
- Works to understand complex functional situations by paying attention to the details of the tasks at hand and by breaking them down into smaller pieces
- Ensures that customers have a positive experience; commits to meet or exceed customer expectations.
- Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success.
- Identifies opportunities to improve efficiency while providing flawless transactions, services and products; manages monetary assets and other resources to optimize cost effectiveness.
- Measures and evaluates the effectiveness of protocols, programs or deliverables; compares measurement results to standards and takes
Qualifications
- Bachelor's degree required
- Advance degree preferred
- Prior work experience should include 5+ years of experience in customer service environment with 3+ years of leadership experience and 3+ years of survey management
- Strong leadership skills in staffing, directing, developing and managing teammates
- Extensive knowledge of operational area, to include but not limited to customer satisfaction and business operations
- Proven troubleshooting and problem solving skills, ability to evaluate and manage risk associated with problem resolution
- Excellent oral and written communication and interpersonal skills
- Ability to lead teams comprised of individuals inside and outside of direct reporting relationships through coaching, influence, negotiation, and collaboration skills
- Strong understanding of business unit operating models, business processes, and technical systems
- Quality assurance management experience
- Strong knowledge of continuous process improvement initiatives
Additional Information:
- Travel Percentage: 25%
