Customer Advocate

Owens & Minor • Cleveland, OH

4d • Onsite

About The Position

Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Ensures that the customer is satisfied with company products and services. Works closely with Sales Account Executives and oversees day-to-day relationship with customer. Ensures schedules and budgets are met according to contractual agreements.

Requirements

• Bachelor’s Degree
• 2 or more years of related experience (sales, customer service, customer relationship management, supply chain, hospital distribution, etc.)
• Or any equivalent combination of education and experience to meet the above requirements
• Technological fluency with email, internet, Microsoft Office (PowerPoint, Word, Excel)
• Strong ability to use multiple systems and various report software to combine and synthesize information.
• Strong verbal and written communication skills.
• Strong influencing skills
• Ability to work independently
• Able to facilitate problem solving

Responsibilities

• Develops and maintains strong, account-specific operational processes and performance with the customer.
• Performs duties on-site with the customer, reacting in a timely manner to customer information and requests.
• Manages and ensures contract compliance to all agreed terms and conditions.
• Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer.
• Acts as liaison between the Hospital and division department heads to ensure smooth conversions.
• Drive conversions and manages data.
• Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading/maintaining substitution list, ship to adds, customer set up, etc.).
• Completes Sales analysis for customers and sales teams.
• Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets.
• Manages pricing, including sharing pricing information and addressing pricing issues with customers.
• Maintains critical products lists, reviews backorder notes with customers/requests action, discusses at risk items, and plans course of action with the customer.
• Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions.
• Evaluates usage spikes with the customer.
• Reviews remaining allocations with customers and sends requests for additional allocations to PAS.
• Converts additional Not Stocked products to Stock.
• Sets up new accounts/ship-to information.
• Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.).
• Performs additional duties as directed.

Benefits

• Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
• Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
• Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
• Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
• Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
• Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
• Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level