Senior Specialist, Field Service
Senior Specialist, Field Service - Marine Corps Systems Command
JOB TITLE: Sr Spec, Field Service - Marine Corps Systems Command Location: Stafford, VA Working together, we can make a difference in healthcare for our customers and communities. Your contributions, along with colleagues around the world, are helping make healthcare safer and more productive every day. Job Family Summary What Field Service contributes to Cardinal Health Field Service is responsible managing the success of the relationship with an assigned set of customers in order to achieve the goals and objectives identified by the customer and Cardinal Health. Responsible for identifying, quantifying, qualifying, tracking, and evaluating customer pain points; and, for facilitating, developing, designing and implementing processes that improve overall customer experience. Act as customer advocate and liaison back into Cardinal Health organization (field sales, customer service, implementation, contracts). Job Family Descriptors What is expected of you for success in your role Demonstrates working knowledge of customer relationship management, sales, and operations functions Manages intermediate and less routine customer transactions on a daily basis with a focus on quality improvement Typically manages and supports service functions for multiple accounts May be trained as a certified Lean Six Sigma White Belt or Yellow Belt Works on process improvement projects as needed Utilizes performance measurement tools to track and sustain continuous improvement Assists with data collection and reporting to support initiatives and business needs What is expected of you and others at this level in Customer Service for functional success 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 Ensures that customers have a positive experience; commits to meet or exceed customer expectations. Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success. Identifies opportunities to improve efficiency while providing flawless transactions, services and products; manages monetary assets and other resources to optimize cost effectiveness. Measures and evaluates the effectiveness of protocols, programs or deliverables; compares measurement results to standards and takes Accountabilities This position with be the primary advocate and liaison between Marine Corps Systems Command and Cardinal Health. Will work closely with field sales, customer service, implementation, contracts, operations, inventory, accounts payable/disputes for problem resolution and project identification between the customer and Cardinal Health. · Identifying, quantifying, qualifying, tracking, and evaluating customer pain points. · Drive operational excellence and maximize customer loyalty. · Demonstrates general knowledge of customer relationship management, sales, and operations functions. · Responsible for process improvement projects, SOP/BDP identification and replication throughout customer base as required. · Process Mapping - Accountable for facilitating, developing, designing and implementing processes that improve the overall customer experience. · Effectively utilize Lean Six Sigma (LSS) Methodologies. · Coordinates data collection and reporting to support initiatives and basic business needs. Qualifications Bachelor's degree preferred 2-4 years experience Strong communication skills Goal-oriented Requisition ID : 12001714 Primary Location : Virginia-Richmond-Virginia - FIELD Travel : Yes, 25 % of the Time Schedule : Full-time Job Posting : Mar 9, 2012, 5:05:21 PM