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
Demonstrate exceptional leadership and strategic execution to support teammates and the customer experience. Step in on the Customer Service team to assist with all functions, including order management, product flow, backorder management, and credits. Serve as customers' primary point of contact, ensuring maximized satisfaction and effective issue resolution.
ESSENTIAL JOB FUNCTIONS:
General Customer Service Responsibilities
Manages the daily activities of a cross-functional resource group within a Customer Service Team, adapting to varying customer needs. Ensures the team meets performance metrics, including resource planning, absenteeism, and attrition. Develop and implement performance management plans to address or correct team behavior. Oversees the team’s performance against pre-defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) set by leadership. This includes managing backorder volume, invoice match rate, service case counts, overtime, first contact resolution rate, resolution cycle time, escalation numbers, and customer satisfaction scores. Conducts quality assurance on team interactions to support the development and performance of direct reports. Ensures effective communication between leadership and team members, leading daily and weekly huddle groups. Assists with interviewing, hiring, and onboarding new team members. Leads the customer service aspects of new customer implementations. Engages in sales and customer calls to enhance business processes. Prepares and presents weekly and monthly scorecards to Customer Service Leadership. Acts as a point of escalation for customer issues within the team. Conducts mid-year and annual performance reviews for direct reports. Communicates directly with clients during system issues, maintenance periods, service outages, or natural disasters. Engages and develops teammates, coaching them to improve their skills and behaviors. Fosters a high-performing team environment where members are empowered to ensure customer success.Qualifications
EDUCATION & EXPERIENCE REQUIRED:
A bachelor’s degree or equivalent experience is preferred.Experience in a shared services environment or customer service is preferred.Experience in a customer service role is preferred.Five years of experience in Life Sciences / Healthcare is preferred.Strong cross-functional knowledge and capabilities within the Customer Service Organization.KNOWLEDGE SKILLS & ABILITIES:
Strong understanding of Owens & Minor processes and Global Business Services best practices.Proven leadership, managerial, and interpersonal skills with a focus on personal development.Effective change agent with a strong grasp of Owens & Minor's domestic businesses.Demonstrated ability to build relationships with top-tier internal and external partners.Energetic, flexible, and collaborative leader who embraces challenges.Strong verbal and written communication skills, with the ability to persuade and influence.Effective time and resource management through organization, multitasking, delegation, and project management.Independent and self-motivated, committed to delivering exceptional customer service, quality, and results.Proactive problem solver with creative thinking and anticipation of potential issues.Skilled in communicating, diffusing difficult situations, and providing authentic encouragement and recognition.Additional Requirements:
The ability to work weekends and after hours as needed.
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.