Supervisor, Customer service

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 around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Global Reach with a Local Touch

• 140+ years serving healthcare

• Over 14,000 teammates worldwide

• Serving healthcare partners in 80 countries

• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland

• 40+ distribution centers

• Portfolio of 300 propriety and branded product offerings

• 1,000 branded medical product suppliers

• 4,000 healthcare partners served

Benefits

• 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.

Supervisor, Customer Service

POSITION SUMMARY

The supervisor will lead a dynamic team dedicated to delivering exceptional customer service. This role involves overseeing daily operations and ensuring that customer inquiries are handled efficiently and effectively. The supervisor will implement best practices to enhance team performance, drive continuous improvement, and maintain high customer satisfaction levels. Additionally, this position will involve training and mentoring team members, managing escalated issues, and collaborating with cross-functional teams to optimize service delivery.

The anticipated salary range for this position is up to $83,000 yr./ The actual compensation offered may vary based on job related factors such as experience, skills, education and location. 

ESSENTIAL JOB FUNCTIONS

• Oversee team performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) defined by leadership, including backorder volume, invoice match rates, service case counts, overtime, first contact resolution, resolution cycle time, escalation metrics, and customer satisfaction scores
• Facilitate effective communication between leadership and team members through daily and weekly huddles.
• Assist in the recruitment, hiring, and onboarding of new team members.
• Lead customer service initiatives for new customer implementations.
• Participate in sales and customer calls to enhance business processes.
• Prepare and present weekly and monthly performance scorecards to Customer Service Leadership.
• Serve as a point of escalation for customer issues within the team.
• Oversee the performance management process for the Customer Service Team, including conducting mid-year and annual reviews, ensuring adherence to performance metrics, and developing improvement plans.
• Engage and coach team members through quality assurance reviews and ongoing development to enhance skills and drive overall team effectiveness.
• Communicate directly with customers during system issues, maintenance, service outages, or natural disasters.
• Foster a high