Associate Customer Service Representative

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

POSITION SUMMARY
Supports the Owens & Minor Customer Care organization by providing superior customer service to clients using critical thinking skills and resources provided. Provides support in all functions including order management, product flow, backorder management, and credits as needed and as requested. Acts as the primary customer point of contact in a manner that maximizes customer satisfaction.

ESSENTIAL JOB FUNCTIONS:
General 
•    Serves as a primary customer point of contact, ensuring a high level of customer satisfaction.
•    Execute all inbound and outbound telephone calls and digital communications with professionalism, courtesy, and efficiency, adapting to business needs as required.
•    Manage all incoming issues by either resolving them or delegating tasks to the appropriate Customer Service team or other internal O&M teams. 
•    Follow up on outstanding tasks to ensure completion and provide updates to customers as required.
•    Document all work and communications with customers using case management software, ensuring accurate tracking of outstanding activities.
•    Takes on various functions within the Customer Service team, including order management, product flow, backorder management, and credits, as needed and directed. 
•    Research and verify order line errors, making accurate corrections to UOM/product/part number issues as per customer requirements.
•    Collaborate with Operations and Inventory Control to investigate and resolve shipping/receiving discrepancies, particularly when suppliers report shipments not yet reflected in O&M inventory.
•    Execute all expedites, Inter-Branch Transfer (IBT), and resource requests accurately and cost-effectively.
•    Process credits, reships, and returns, and obtain Certificates of Destruction for items not returned.
•    Ensure all applicable fees are assessed accurately according to Owens & Minor’s policy.
•    Maintains some cross-functional knowledge of other CS team roles and other teams.
•    The ability to learn and support other teams outside their assigned Customer Service Team.

EDUCATION AND EXPERIENCE REQUIRED:
•    High School diploma or equivalent required.
•    A college degree is preferred, but not required.
•    Minimum of 2 years of Customer Service experience required.

KNOWLEDGE, SKILLS & ABILITIES:
•    Strong interpersonal skills with a customer service orientation; Customer Service certification is preferred.
•    Ability to thrive in a matrix organization with guidance from both a direct manager and a process owner.
•    Excellent verbal and written communication skills.
•    Solid planning, organizational, and recordkeeping abilities.
•    Capable of working independently and collaboratively to resolve issues and solve problems.
•    Strong follow-up skills.
•    Proficiency in MS Office required; ability to quickly learn and use enterprise software technologies like ERP and CRM systems; Salesforce.com experience preferred.
•    Skilled in critical thinking to determine the best resolution for problems; the role requires cross-functional awareness and the ability to classify and triage customer issues and concerns.
•    Knowledge of the healthcare industry is preferred

ADDITIONAL REQUIREMENTS:
•    Ability to work various shifts as required.
•    Performs additional duties as directed.
 

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.