Sr. Customer Service Representative

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 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.

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company

Supports the customer experience by providing superior customer service to Temple Health 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.

• 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 clients, resulting in a 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 customers as needed.
• Proactively communicates surfaced issues to the Customer in order to address and resolve them as quickly as possible.
• Fully documents all work performed and communications conducted with customers 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.

• Accurately enters manual orders as needed to support customer requests.
• 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 the Enterprise Resource Program (ERP) to properly reflect the flow of goods.
• Communicates updates of order lines/order issues to customers effectively and timely.

• Researches and responds to all order ETA requests in a timely manner.
• Collaborates with various supply chain touchpoints [Suppliers, Distribution Centers (DC), transportation companies, Master Data Management (MDM) team, etc.] to research item status for all work assigned to proactively prevent customer order issues.
• Executes expedites and Inter‑Branch Transfer (IBT) requests in an accurate and cost‑sensitive manner.

• Returns/Credits:
  Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in CRM tool; effectively communicates O & M return policy to customers and ensures that customer understands the policy.
• Processes credits, re‑ships, and returns and obtains Certificate‑of‑Destruction for items not returned.
• Sends Return Goods Authorizations (RGAs) and works with distribution centers (DC) on the need for Call Tags.
• Assures all appropriate fees are accurately assessed in accordance with O&M policy.

• Identifies problem vendors and escalates recurring issues such as recalls,…