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.
Responsibilities
- Assist teammates and Customer Service leadership with escalations, serving as a key point for dispute resolution within the Customer Service Team and ensuring high-quality service
- Participate in meetings and project teams as directed by Customer Service leadership
- Support supervisors with administrative tasks, including case triage, as needed
- Collaborate with leadership to develop and implement new department programs and support performance improvement initiatives, providing insights for process enhancements
- Participate in teammate training programs and facilitate training for team members and stakeholders
- Coordinate daily teammate activities (e.g., order placement, backorders, and problem-solving) under the supervision of Customer Service leadership, ensuring smooth operations
- Maintain clear communication of relevant information between leadership and team members
- Analyze service failures and recurring customer issues through root-cause analysis, partnering with Process Leaders to identify trends and solutions
- Collaborate with supervisor on new customer implementations
- Accurately enter orders with detailed information as directed by leaders
- Record and process shipping discrepancies, return requests, and unsalable product receipts in the CRM tool, ensuring customers understand Owens & Minor’s return policy
- Ensure compliance with Owens & Minor's return policy when assessing fees
- Manage all inbound and outbound calls and digital interactions professionally, resolving inquiries or directing them appropriately
- Collaborate with supply chain partners (e.g., Suppliers, Distribution Centers) to research item statuses and proactively prevent order issues
- Enter order status information into Customer Backorder reporting promptly to meet daily Service Level Requirements
- Execute all expedites and Inter-Branch Transfer (IBT) requests accurately and cost-effectively
Skills
- High School diploma or equivalent
- Demonstrated experience in a lead or senior role, providing guidance to team members without direct supervisory responsibilities
- 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
- Proficient in MS Office, ERP and CRM systems, and Salesforce
- Critical thinking skills to determine optimal problem resolutions; ability to triage customer issues
- Proven skills and expertise in managing high-visibility accounts as well as other key accounts
- Strong understanding of customer service best practices and industry standards
- Flexibility to work various shifts as needed
- College 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 industry
- Customer Service certification
- Knowledge of the healthcare industry
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.
Company Overview