01Overview
Note: The job is a remote job and is open to candidates in USA. Owens & Minor is a global healthcare solutions company providing essential products and services. The Customer Service Lead will act as a key escalation point for resolving disputes and will support customer service operations, including order management and team development.
ResponsibilitiesAssist teammates and Customer Service leadership with escalations, serving as a key point for dispute resolution within the Customer Service Team and ensuring high-quality serviceParticipate in meetings and project teams as directed by Customer Service leadershipSupport supervisors with administrative tasks, including case triage, as neededCollaborate with leadership to develop and implement new department programs and support performance improvement initiatives, providing insights for process enhancementsParticipate in teammate training programs and facilitate training for team members and stakeholdersCoordinate daily teammate activities (e.g., order placement, backorders, and problem-solving) under the supervision of Customer Service leadership, ensuring smooth operationsMaintain clear communication of relevant information between leadership and team membersAnalyze service failures and recurring customer issues through root-cause analysis, partnering with Process Leaders to identify trends and solutionsCollaborate with supervisor on new customer implementationsAccurately enter orders with detailed information as directed by leadersRecord and process shipping discrepancies, return requests, and unsalable product receipts in the CRM tool, ensuring customers understand Owens & Minors return policyEnsure compliance with Owens & Minor's return policy when assessing feesManage all inbound and outbound calls and digital interactions professionally, resolving inquiries or directing them appropriatelyCollaborate with supply chain partners (e.g., Suppliers, Distribution Centers) to research item statuses and proactively prevent order issuesEnter order status information into Customer Backorder reporting promptly to meet daily Service Level RequirementsExecute all expedites and Inter-Branch Transfer (IBT) requests accurately and cost-effectivelySkills
High School diploma or equivalentDemonstrated experience in a lead or senior role, providing guidance to team members without direct supervisory responsibilitiesStrong interpersonal skills with a customer service focusAbility to thrive in a matrix organization under multiple guidanceExcellent verbal and written communication skillsStrong planning, organizational, and recordkeeping abilitiesCapable of working independently and collaboratively to resolve issuesProficient in MS Office, ERP and CRM systems, and SalesforceCritical thinking skills to determine optimal problem resolutions; ability to triage customer issuesProven skills and expertise in managing high-visibility accounts as well as other key accountsStrong understanding of customer service best practices and industry standardsFlexibility to work various shifts as neededCollege degree in a relevant field (business, communications, healthcare, etc.)3-5 years of Customer Service experience, with a track record of managing more complex customer interactions in a healthcare industryCustomer Service certificationKnowledge of the healthcare industryBenefitsComprehensive Healthcare Plan-Medical, dental, and vision plans start on day one of employment for full-time teammates.Educational Assistance-We offer educationalassistanceto all eligible teammates enrolled in an approved, accredited collegiate program.Employer-Paid Life Insurance and Disability-We offer employer-paid life insurance and disabilitycoverage.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)and401(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, andadditionaltypes 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. .
