Bilingual Customer Success Associate/associé(E)

4 months ago

Dorval, Canada Cardinal Health Full time

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 **Bilingual 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, back order 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 taking 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, interpreting and providing 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, NLB 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; manages 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.)

**_ The Job might be for you if you:_**
- Be fluently bilingual (French and English) in verbal and written communication
- 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 / PowerBI)
- Possess advanced computer skills (Excel, Word, PowerPoint)
- Have working knowledge of JDE and or Salesforce CRM would be an asset
- _______________________________________________________

Cardinal Health, qui compte plus de 1 300 employés au Canada, représente un maillon essentiel de la chaîne d’approvisionnement du secteur canadien des soins de santé. L’entreprise fournit plus de 70 000 produits aux établissements de soins de santé et aux professionnels de la santé partout au pays.

Cardinal Health Canada est actuellement à la recherche d’un(e) associé(e) aux ventes bilingue, Réussite auprès de la clientèle, qui se joindra à notre équipe à Montréal, au Québec. L’équipe de la réussite auprès de la clientèle est chargée de la supervision proactive de l’expérience de bout en bo

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