Account Service Representative

NOVO•Mebane, NC

1d•Onsite

About The Position

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes. The Account Service Representative plays a critical role in supporting client satisfaction, retention, and growth by managing inventory, service coordination, and day-to-day account activities within an assigned territory. This role serves as the primary liaison between clients and Novo Health Services Operations, proactively resolving issues, coordinating logistics, and ensuring a consistent, high-quality customer experience—particularly within operating room and sterile processing environments. This position requires strong relationship-building skills, independent decision-making, and the ability to operate confidently in clinical settings while supporting both client needs and Novo’s operational objectives.

Requirements

Minimum of 4 years of experience with exposure to operating room environments in a clinical or sales capacity
Proven ability to build and manage customer relationships
Strong problem-solving, communication, and time-management skills
Ability to work independently and make sound decisions with limited standardization
Strong interpersonal skills with the ability to communicate effectively and persuasively
Ability to identify customer needs, anticipate challenges, and propose practical solutions
Basic proficiency or ability to learn PowerPoint and Excel
Strong self-management skills, including maturity, judgment, teamwork, and accountability
High School Diploma or GED required

Nice To Haves

Clinical exposure with emphasis on OR processes, products, or procedures
Understanding of healthcare market dynamics and value-based service delivery
Ability to analyze data, budgets, and operational metrics to improve outcomes
Bachelor’s degree preferred
Relevant sales, marketing, or clinical experience may be considered in lieu of formal education

Responsibilities

Client Inventory & Account Management Manage customer inventory, including product rotation, returns, standard order setup, and special client requests
Assist with ordering, purchase order coordination, and resolution of credit-related issues as needed
Identify, coordinate, and manage instrument returns while reinforcing program value to clients
Analyze inventory usage and support cost control initiatives aligned with budgetary requirements
Client Relationship & Service Excellence Serve as the primary client liaison for service issues, product complaints, and service deviations
Partner with internal account management and operations teams to resolve issues and prevent recurrence
Conduct regular client visits and calls to build strong relationships at all organizational levels
Drive client satisfaction and retention through proactive communication and responsive service
Operational & Clinical Support Act as the conduit between clients and plant operations to address technical or product-related issues
Determine when to escalate matters and request additional internal resources to support client needs
Execute in-services within assigned accounts to reduce product loss and improve utilization
Assist with new account and product implementations, including inventory logistics, delivery schedules, in-services, and service debriefs
Growth & Opportunity Identification Identify opportunities to increase product penetration within existing accounts and communicate insights to the Account Manager
Support RSP pack management, including operating room observations and recommendations to improve efficiency and financial outcomes for both the client and Novo
Assist with logistics coordination improvements between client sites and Novo facilities
Additional Duties Perform other duties as assigned in support of client satisfaction and business objectives