Sr. Customer Service Representative

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. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

This role is onsite/hybrid at Caromont Regional Medical Center in Gastonia, NC.

Position Summary:

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.

Core Responsibilities:

• Act as a subject matter expert in customer service, sharing best practices to enhance overall service quality.
• Serves as a primary customer point of contact, ensuring a high level of customer satisfaction.
• Handle 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 follow up on outstanding tasks to ensure timely completion and keep customers updated as required.
• Document all communications and activities in case management software for accurate tracking.
• Complete 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.
• Research and verify order line errors, making accurate corrections to UOM/product/part number issues as per customer requirements.
• Collaborate with Operations and Inventory Control to investigate and resolve shipping/receiving discrepancies.
• Execute all expedites, Inter-Branch Transfer (IBT), and resource requests accurately and cost-effectively.
• Process credits, reships, and returns, and obtain Certificates of Destruction for unreturned items.
• Ensure all applicable fees are assessed accurately according to Owens & Minor’s policy.

• Maintain a broad understanding of cross-functional roles within the Customer Service team and other departments.
• Demonstrate the ability to learn and support other teams outside the assigned Customer Service Team as needed.

EDUCATION & EXPERIENCE

• High School diploma or equivalent; college degree in a relevant field (business, communications, healthcare, etc.) is preferred.
• 2+ years of Customer Service experience, with a track record of managing more complex customer interactions in a healthcare industry is preferred.
• Customer Service certification is preferred.

KNOWLEDGE, SKILLS, & ABILITIES

• 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.
• Applicants should possess proven skills and expertise in managing high-visibility accounts as well as other key accounts.
• Knowledge of the healthcare industry is preferred

ADDITIONAL REQUIREMENTS

• Flexibility to work various shifts as needed.
• This hybrid role requires 2 days on site per week.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.