Supervisor, Customer Engagement

What Customer Engagement contributes to Cardinal Health

Customer Engagement is responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers. Provides new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, improvements to internal and external processes, and other areas of opportunity. Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.

Accountabilities

• Excellent interpersonal skills with the ability to influence decisions and processes
• Advanced experience with root cause problem solving
• Excellent business acumen, reasoning, critical thinking skills and ability to navigate ambiguity
• Advanced organizational, project execution, analysis and multi-tasking skills
• Strong team led, with ability to be effective in a performance-oriented culture
• Team Management with accountability for all internal and external customers relationships in their region
• Ability to coach, provide feedback, and develop the team

Qualifications

• 2-4 years leadership experience or mentoring experience preferred
• Bachelor’s degree or equivalent work experience preferred
• 2-4 years’ experience preferred
• Excellent communication skills
• Strong presentation skills
• Customer facing leadership experience preferred
• May require up to 35% travel, client onsite visits and adherence to client/facility policies as well as vendor credentialing requirements.

What is expected of you and others at this level

• Customer Engagement
  • Ensures that clients have a positive experience; commits to meet or exceed client expectations.
  • Demonstrates a commitment to consistently providing customers a quality experience; performs necessary duties to fulfill customer service level expectations or agreements
  • Communicates effectively with customers; listens to customers' needs and takes actions to meet them
  • Employs an advanced understanding of customers' views and cultural sensitivities to improve services or deliverables
  • Regional accountability for end-to-end customer experience
• Customer Expertise
  • Demonstrates deep expertise of supported client; collaborates with COE to identify the drivers leading to business success.
  • Understands customers' baseline business operating structures and desired performance
  • Provides information, data and tools that support the prioritization of issues to meet customers' business objectives
  • Comprehends how customers' businesses relate to Cardinal Health's overall portfolio and prioritizes tasks to align with business objectives

• Problem solving skills
  • 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.
  • Collects basic information needed to analyze a problem, situation, or issue
  • Performs routine or basic analysis, following the correct steps and using the appropriate tools, observing and seeking guidance from senior staff when necessary
  • Identifies implications/conclusions from the logical analysis of a routine situation or issue

• Operational Excellence
  • Identifies opportunities to improve efficiency while providing flawless transactions and services; manages monetary assets and other resources to optimize cost effectiveness.
  • Performs duties efficiently, considering resource utilization
  • Identifies and recommends improvements related to own workflow
  • Demonstrates attention to detail when compiling and reporting information; reviews work to ensure that information complies with quality standards

• Results Measurement and Commitment
  • Measures and evaluates the effectiveness of protocols, programs or deliverables; compares measurement results to standards and takes immediate action to close gaps identified.
  • Maintains reporting tools and metric tracking systems by continually updating data
  • Compares current performance to service level expectations and agreements and takes steps to address any disparities
  • Demonstrates commitment to quality and to Cardinal Health's success by adopting new/revised established practices

Dallas Metro Area, Houston Metro Area

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.