Sr. Customer Service Representative (Remote)

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. The Sr. Customer Service Representative will support the customer experience by providing superior service, managing customer inquiries, and ensuring timely resolution of issues.

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
• 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
• 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
• Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products
• Processes credits, re‐ships and returns and obtains Certificate‐of‐Destruction for items not returned
• Sends Return Goods Authorizations (RGAs) and works with distribution centers (DC) on need for Call Tags
• Assures all appropriate fees are accurately assessed in accordance with O&M policy
• Identifies problem vendors and escalates recurring issues such as recalls, consistently late orders, receiving discrepancies caused by damaged or missing product, and missed delivery appointments
• Identifies receiving delays at the Distribution Centers (DC) and or Manufacturing sites and works with the Regional Asset Manager & General Manager to resolve
• Maintains some cross‐functional knowledge of other CS team roles
• Collaborates directly with other customer service, purchasing support, and finance operations teammates
• Acts as the main point of contact for customer service team
• Works within a shared‐services environment, with matrix reporting lines to Customer Experience leadership and Service Process leadership
• Responds and communicates directly with customer on all order management service requests
• Communicates with vendors to determine the status of customer orders
• Performs additional duties as directed

Requirements:

• High School Diploma/GED
• 3 or more years of relevant experience (Customer Service, Order Management, etc.)
• Good interpersonal skills with a customer service orientation
• 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
• 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
• Ability to work various shifts on occasion
• Customer Service certification preferred
• Salesforce.com experience preferred
• Knowledge of Health Care industry preferred