Customer Service Representative

Owens & Minor

232d

About The Position

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 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.

Requirements

• High School diploma or equivalent; college degree in a relevant field (business, communications, healthcare, etc.) is preferred.
• 1-2 years of customer service experience, preferably in a healthcare related industry.
• Customer Service certification is preferred.
• Strong interpersonal skills with a customer service focus.
• Ability to thrive in a matrix organization under multiple guidance.
• Excellent verbal and written communication skills.
• Strong planning, organizational, and recordkeeping abilities.
• Capable of working independently and collaboratively to resolve issues.
• Strong follow-up skills.
• Proficient in MS Office; quick learner of ERP and CRM systems, with Salesforce experience preferred.
• Critical thinking skills to determine optimal problem resolutions; ability to triage customer issues.
• Knowledge of the healthcare industry is preferred.

Responsibilities

• Provides exceptional support to the Owens & Minor Customer Service organization by utilizing critical thinking skills and available resources to deliver superior service.
• Handles various tasks such as order management, product flow, backorder resolution, and processing credits as needed or requested.
• Serves as the main point of contact for customers, ensuring a high level of satisfaction through efficient and effective communication.
• Handles all inbound and outbound calls and digital interactions with professionalism and efficiency, resolving inquiries or directing them to the appropriate Customer Service team or internal departments.
• Proactively follows up on outstanding tasks to ensure timely completion and keeps customers updated as required.
• Documents all communications and activities in case management software for accurate tracking.
• Completes tasks with dedication to supporting specific customers, recognizing that requirements may vary based on customer circumstances and needs.
• Takes on various functions within the Customer Service team, including order management, product flow, backorder management, and credits, as needed.
• Researches and verifies order line errors, making accurate corrections to UOM/product/part number issues as per customer requirements.
• Collaborates with Operations and Inventory Control to investigate and resolve shipping/receiving discrepancies.
• Executes all expedites, Inter-Branch Transfer (IBT), and resource requests accurately and cost-effectively.
• Processes credits, reships, and returns, and obtains Certificates of Destruction for unreturned items.
• Ensures all applicable fees are assessed accurately according to Owens & Minor's policy.
• Maintains a broad understanding of cross-functional roles within the Customer Service team and other departments.
• Demonstrates the ability to learn and support other teams outside the assigned Customer Service Team as needed.

Benefits

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after one year of service
• Employee stock purchase plan
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED