Customer Services Supervisor - Spanish speaking
At Cardinal Health, we aim to be a trusted partner, offering a broad range of innovative solutions that help our customers provide cost-efficient, more effective healthcare. Join our team of 40,000 humble partners striving each day to make healthcare more efficient, providers more effective, and patients as healthy as possible. We are currently looking to recruit a Customer Service Supervisor. Based in our office in Dublin, Ireland and reporting to the Customer Service Manager, you will be responsible for, but not limited to, the following.
The role of Customer Service supervisor will involve supporting our customer service manager and customer service agents to achieve best in class operational and quality targets, coaching and guiding your team while providing clear direction.
The ideal candidate for this role will effectively partner with 3PL partner, and other Cardinal Health functions including Operations, Pricing, Finance, Commercial teams, Global Trade, QRA, IT etc. to ensure positive customer experience in an efficient manner.
Essential Functions and Responsibilities
Team Management
Recruit customer service agents as needed.
Develop clear and SMART goals for the customer service agents, directly linked to best-in-class customer experience.
Ensures development plan for all customer service agents are in place.
Manage and develop your team, through regular coaching and training to improve customer experience and satisfaction at an agreed schedule and with follow up action plans where needed.
Motivate your team to consistently deliver excellence service, by effectively communicating through huddles, team meetings and 121s.
Support the development and implementation of Voice of Employee action plans to ensure a continuous, high-quality, customer experience.
Process Improvement
Take a lead role in the development and updating of customer services processes, ensure all processes are aligned with company objectives as well as country rules and regulations.
Drive efficiencies in the customer service team by identification of process gaps and bottlenecks at a customer level
Support the development and implementation of correction actions to ensure a continuous, high-quality, customer experience.
Customer Experience
Acts as a point of escalation for customer service agents and customers.
Ensure discrepancies are resolved in a timely manner and root causes addressed to prevent re-occurrence.
Develop action plans to improve customer satisfaction based on customer satisfaction surveys related to the process, quality and support.
Advises management of changing needs of customer base and drives process, system, organization changes to accommodate customer requirements and increase productivity fostering continuous improvement atmosphere.
Management Reporting and Leadership
Establish and lead an appropriate meeting cadence with all key stakeholders.
Builds strong relationships, utilizes influencing, communication, and collaborative skills to partner with the different internal business contacts (i.e., Sales, Marketing, Finance, Operations, Customer Service, Inventory Planning, etc.).
Excellent communication and interpersonal skills to work effectively in a team environment.
Represent customer service and the customer on country leadership team meetings.
Effectively use KPI metrics and reporting to inform business activities as well as management communications on overall health of processes and business.
Escalation points of contact for commercial teams to resolve issues involving cross-functional teams and vice versa.
Qualifications and Experience
Languages Fluency in English and Spanish is required
Education Bachelor's degree or equivalent
Minimum 3-4 years related experience.
Demonstrated success in process and continuous improvement.
Ability to work and adapt in a fast and dynamic organization while maintaining strong controls over details to support decisions.
Exceptional problem-solving skills with an ability to find solutions to obstacles and takes a proactive approach to finding resolution.
Strong people leader and business partner.
Demonstrated passion for excellence with respect to treating and caring for customers.
Effective in structuring, analyzing, and understanding data.
Must be able to plan, organize and execute work independently.
Healthcare and supply chain experience a preferred.
SAP system knowledge and familiarity with order management processes preferred.
Key Competencies
Understands implicitly how to manage and work with different cultures and various working styles.
A self-starter who takes responsibility for objectives and results; holds oneself accountable for taking action to deliver business results.
Excellent communication skills.
The Company
Headquartered in Dublin, Ohio, Cardinal Health (NYSE: CAH) is a health care services company that improves the cost-effectiveness of healthcare. As the business behind healthcare, Cardinal Health helps pharmacies, hospitals and ambulatory care sites focus on patient care while reducing costs, improving efficiency and quality, and increasing profitability. Cardinal Health is an essential link in the healthcare supply chain, providing pharmaceuticals and medical products to more than 100,000 locations each day and is also the industry-leading direct-to-home medical supplies distributor. The company is a leading manufacturer of medical and surgical products, including gloves, surgical apparel and fluid management products. Ranked #14 on the Fortune 500, Cardinal Health employs more than 40,000 people worldwide. More information about the company may be found at www.cardinalhealth.com
""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.
