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.
Owens & Minor teammate benefits include:
- 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
Job Description: Supports the 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 primary customer point of contact in a manner that maximizes customer satisfaction.
Core 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.
Qualifying Experience:
- Good interpersonal skills with a customer service orientation; Customer Service certification preferred.
- Ability to thrive in a matrix organization where direction may come from direct manager and/or a process owner.
- Strong verbal and written communication skills.
- Solid planning, organizational, and recordkeeping skills.
- Ability to work independently and as part of a team to seek issue resolution and problem solve.
- Strong follow‐up skills.
- PC/Systems skills & knowledge: MS Office required; ability to quickly learn and utilize enterprise software technologies like ERP and CRM systems; Salesforce.com experience preferred.
- Ability to use critical thinking in order to determine best course of resolution for a problem; role requires cross‐functional awareness and ability to classify/triage customer issues and concerns. Knowledge of Health Care industry preferred.