Kitting Support Specialist

Owens & Minor • Richmond, VA

15h

About The Position

The Kitting Support Specialist manages the ongoing success, performance, and customer satisfaction of Owens & Minor’s Custom Procedure Tray (CPT) and kitting programs for an assigned customer base. The role owns day-to-day customer relationships related to CPT operations, clinical accuracy, inventory health, and continuous optimization. Reporting to the Director of Kitting Implementation & Customer Success, the Specialist ensures existing CPT programs are clinically sound, operationally efficient, and aligned with customer needs, supporting retention, expansion, and long-term growth through service and partnership. The role works with CPT leadership, operations, quoting, and local sales teammates and involves direct customer interaction virtually and in operating room and clinical environments.

The anticipated salary range is $75,000–$85,000 per year. Actual compensation may vary based on job-related factors such as experience, skills, education, and location. Travel is required based on customer and business needs. The position may provide backup support for other Clinical Support Specialists as business needs require.

Requirements

• Bachelor’s degree preferred, or at minimum a medical certification such as RN, Surgical Tech, or equivalent clinical background; clinical background is strongly preferred.
• At least 2 years of experience in healthcare, clinical support, customer success, supply chain, or a related field.
• Comfort working in operating room and clinical environments with nursing and surgical staff.
• Strong verbal and written communication skills.
• Ability to work independently while managing multiple accounts and priorities.

Nice To Haves

• Knowledge of surgical procedures, CPTs, and surgical componentry.
• Experience with healthcare supply chain, kitting, or procedural inventory programs.
• Strong influencing and problem-solving skills in a customer-facing role.
• High technological fluency, including Microsoft Office (Excel, PowerPoint, and Word) and virtual collaboration tools such as Teams and Zoom.
• Ability to synthesize data from multiple systems and reports to support customer discussions.

Responsibilities

• Own and manage day-to-day customer relationships for CPT and kitting programs within an assigned account base.
• Serve as the primary point of contact for CPT-related questions, requests, issues, and updates.
• Promote customer satisfaction through proactive communication, responsiveness, and follow-through.
• Receive, manage, and resolve customer issues or complaints, escalating as appropriate.
• Partner with customers to review, maintain, and update CPTs in response to changing clinical, procedural, or operational requirements.
• Review CPT configurations to ensure accuracy, standardization, and alignment with clinical best practices.
• Identify opportunities to optimize componentry, improve efficiency, and support program profitability while maintaining clinical integrity.
• Manage approved product substitutions, including customer communication, documentation, and validation.
• Coordinate with internal operations, inventory, and planning teams to ensure CPT inventory availability and continuity.
• Monitor usage trends and support customers during volume changes or usage spikes.
• Support ongoing review of pricing accuracy, component alignment, and pack consistency.
• Liaise among customers, CPT operations, quoting, customer success, and local sales teams.
• Collaborate with the CPT quoting team on component reviews, pricing accuracy, and timely implementation of new CPTs.
• Support conversions, updates, and implementations for new or revised CPTs.
• Provide clinical and operational insights to support CPT strategy and continuous improvement.
• Support retention and growth of existing CPT business through program performance, customer satisfaction, and clinical partnership.
• Partner with local sales teammates on CPT expansions, clinical reviews, and customer presentations as needed.
• Support company strategies related to proprietary products and standardization initiatives within existing accounts.
• Provide backup support for other Clinical Support Specialists as business needs require.

Benefits

• Medical, dental, and vision plans beginning on day one for full-time teammates.
• Educational assistance for eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-paid life insurance and disability coverage.
• Voluntary supplemental insurance programs, including supplemental life, hospitalization, and critical illness coverage.
• Adoption assistance, fertility benefits through the medical plan, and parental leave.
• Health Savings Account (HSA) and 401(k).
• Paid sick days, short-term leave, holidays, vacation days, personal days, and other types of leave, including parental leave.
• Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs at no cost.

What This Job Offers

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