Customer Success Associate (Remote)

Cardinal Health, with over 1300 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 Canada is currently seeking for a Customer Success Associate to add to our team. The Customer Success team is responsible for proactive oversight of the end-to-end service experience for Strategic Customers, and acts to ensure a positive and efficient customer experience. This role will be responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers. You will also provide new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, backorder support, improvements to internal and external processes, and other areas of opportunity.

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:  

• Cardinal Health Canada is dedicated to the health and safety of its employees, customers and communities. Pursuant to this, we have implemented a COVID-19 Vaccination Policy that requires all employees who interact with external customers as part of their role, to be fully vaccinated. This role requires or will require regular interaction at a customer site. Therefore, the successful candidate must be fully vaccinated. Accommodations may be available to individuals who are unable to comply with this requirement due to grounds protected under human rights legislation in their province of employment.
• Developing and maintaining various sales reports and dashboards to provide visibility on key sales initiatives (usage reports, order patterns, NLB documentation).
• Supporting business review sessions in collaboration with Sales Reps (as needed)
• 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.
• Educating and supporting customer conversion to ecommerce tools to allow customers to be self-sufficient (back orders, PODs, etc.)
• 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.
• Have a strong working knowledge of contracts, pricing agreements, and be the go-to-contact for product information and substitutions; and drive contract compliance.
• Leading and attending regular strategy meetings with the sales representatives to ensure strong working relationships.
• 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.
• Using Tableau to gather data, interpreting and providing leads to reps on existing business.
• Conducting inventory demand analysis and recommending appropriate set-up and stocking in regional distribution facilities
• Initiating new subs for cross reference in JDE, and the cross reference tool (including expeditor notes)
• 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.
• 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.
• Leveraging data and sales reports to identify and interpret trends, understand root cause and drive opportunities and propose sustainable solutions.
• 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.

The Job might be for you if you:

• Have working knowledge of JDE and or Salesforce CRM would be an asset
• Possess advanced computer skills (Excel, Word, PowerPoint)
• 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 a Bachelor’s degree (preferred) or equivalent work experience in related field
• Enjoy working in a fast paced environment, with a strong ability to multi-task in a complex environment

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.

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.