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

POSITION SUMMARY

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.

RESPONSIBILITIES

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

• 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.
• Populates order status information into Customer Backorder reporting in a timely manner to meet daily Service Level Requirements.
• Executes all expedites and Inter‐Branch Transfer (IBT) requests in an accurate and cost sensitive manner.

Customer Backorder Reporting Management

• Researches and documents status of unfilled customer sales order lines for work assigned post customer sales order cutoff.
• Populates information into Customer backorder reporting in a timely manner to meet daily service level requirements.

Returns/Credits

• Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in CRM tool; effectively c