Customer Success Associate

in Remote Location

Customer Success Associate Job

Job Description Job Attributes+

  • Job ID

    2b1321a1-9bf4-461b-a8b3-8f8c94697972

  • Req #

    20087737

  • Job Location

    Remote Location

  • Job Category

    Sales Support

  • Job Type

    Regular

  • Schedule

    Full time

Cardinal Health Canada, with over 1300 employees nationwide, 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 is currently seeking a Customer Success Associate (CSA) to support our Western Region Acute Sales Team. While the location is posted for The Greater Toronto region, preference will be given to suitable candidates from Alberta. The role will be responsible for supporting our Acute Segment Sales Organization (Hospital & Critical Care). The incumbent CSA will do this by cultivating and maintaining on-going customer relationships with an assigned set of Sales Representatives and key Acute customers.

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, while enabling sales representative selling time.

The CSA will 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:

Partnering with and directly supporting assigned Acute Sales Representatives and accounts.

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.

Reviewing work backorder report at a customer level to determine root cause, identifying options and service class, and take appropriate action while keeping Sales informed. This includes substitutions, repoint stock from a different warehouse, and obtain marketing approvals.

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.

Leading and attending regular strategy meetings with the sales representatives to ensure strong working relationships.

Leveraging data and sales reports to identify and interpret trends, understand root cause and drive opportunities and propose sustainable solutions.

Using Tableau to gather data, interpret and provide leads to reps on existing business.

Developing and maintaining various sales reports and dashboards to provide visibility on key sales initiatives (usage reports, order patterns, New Lost Business documentation).

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.

Initiating new subs for cross reference in JDE, and the cross reference tool (including expeditor notes)

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.

Supporting business review sessions in collaboration with Sales Reps (as needed)

Have a strong working knowledge of contracts, pricing agreements, and be the go-to-contact for product information and substitutions; and drive contract compliance.

Identifying opportunities to improve efficiency and evolve effectiveness of this role while providing flawless customer services; managing internal resources to optimize cost effectiveness. Pricing correction identification.

Conducting inventory demand analysis and recommending appropriate set-up and stocking in regional distribution facilities

Educating and supporting customer conversion to ecommerce tools to allow customers to be self-sufficient (back orders, PODs etc.)

This Job might be for you if you: 

Enjoy working in a fast paced environment, with a strong ability to multi-task in a complex environment

Possess a Bachelor’s degree (preferred) or equivalent work experience in related field

Have strong interpersonal and communication skills

Have very strong analytical skills – preference to those with a strong working knowledge of BI tools – Tableau (MedTableau or PowerBI)

Possess advanced computer skills (Excel, Word, PowerPoint)

Have working knowledge of JDE and or Salesforce CRM would be an asset.

Cardinal Health Canada is dedicated to the health and safety of its employees, customers and communities. Pursuant to this, we have implemented several COVID-19 safety measures, including a COVID-19 Vaccination Policy that requires all employees to be fully vaccinated. This is subject to reasonable accommodation for grounds protected under human rights legislation.

Cardinal Health is committed to employment equity and encourages applications from women, visible minorities, Aboriginal peoples and persons with disabilities.

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 an accommodation at any stage of the hiring process.

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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.

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