Sr. Customer Service Representative

About Owens & Minor

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 worldwide.

Supports the Owens & Minor Customer Experience by providing superior customer service to clients using critical thinking skills and resources provided. Steps in and acts in all functions (order management, product flow, backorder management, and credits) on the Customer Service team as needed. Acts as senior customer point of contact in a manner that maximizes customer satisfaction. Senior CSR level with more one on one interaction with the customer.

Salary for this position is up to $25 per hr.

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.

General Customer Service Responsibilities

Responsible for customer experience, maintaining a professional demeanor during entire interaction with customers. Answers incoming inquiries in a professional, courteous and efficient manner. Provides superior service to client resulting in high rate of first contact resolution. Acts as an internal champion for customer experience. Handles all incoming issues and either resolves them or assigns tasks to the appropriate team within Customer Service or other internal O&M team, using smart customer-focused decision-making skills;

forwards all non-essential duties to the appropriate support desks (backorders, drop ships, credits) and escalates issues as appropriate. Follows up on all outstanding tasks to ensure completion and provides updates to customer as needed. Anticipates, and where appropriate, mitigates any issues before they can negatively impact the customer experience. Proactively communicates surfaced issues to the Customer in order to address and resolve as quickly as possible.

Fully documents all work performed and communications conducted with customer using case management software to appropriately record and track outstanding activities. Understands and prioritizes incoming requests using in-depth knowledge of healthcare critical and customer specific needs. Acts as liaison for all customer interaction and escalation point as necessary. Triages complex issues, acting as point person to ensure timely resolution.

Customer Order Management

Accurately enters manual orders as needed to support customer request. Accurately records detailed information about the order as requested. Researches and verifies order line errors and accurately corrects UOM/product/part number issues within customer requirements. Works with Operations and Inventory Control to research and account for shipping/receiving discrepancies when a supplier has indicated they have shipped goods not yet in O&M inventory.

Adjust customer order quantities within Enterprise Resource Program (ERP) to properly reflect flow of goods. Communicates updates of order lines/order issues to customer effectively and timely.

Customer Order Status Inquiry

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