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Sr Customer Service Representative

2 months ago


Orlando, United States Owens & Minor Full time

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 Summary - Manages the performance and attendance of a group of cross functional individuals within a Customer Service Team, focused on a specific customer base. Ensures that the team environment is organized, professional, safe and performing at a high level of efficiency and effectiveness. Acts as an escalation and dispute resolution point within the team. May be asked to execute functional activities at times to support the customer and enable scalability. Interfaces with the Technology & Innovation organization to enable process improvement and standardization of the Customer Service team operations. CORE RESPONSIBILITIES Evaluate current processes, identify gaps, and develop business process and/or systems solutions to close the gaps and drive superior business results Lead development and communication of policy and procedure documentation. Build strong relationships with Sales team and fully understand roles of CSA, CSR, Sr CSR, CA and Lead and how they can work together efficiently. Oversee Risk Analysis, Backorder management, Subs Management, Usage spikes to ensure customers have necessary information to make informed decisions. Evaluate teammate tasks (sales/customer service) and align tasks with the proper job titles and teammates within the customer service organization. Maximize top line dollars by minimizing inventory impacts, out of stock and product availability issues by investigating and proactive communication to customers. Drive compliance to best practices and standard business processes in Customer Service according to established process maps and documented procedures Analyze data and reports to identify improvement opportunities, noncompliance issues or further training or development needs. Ensure training materials are audited and updated according to business process enhancements. Drive Continuous Improvement culture within Customer Service Work cross-functionally with other teams and departments to gather insights which will improve customer experience and transactional effectiveness Identify and drive improvements in customer service and ensure that improvements are aligned with customer and business objectives Utilize project management skills to effectively develop implementation plans and accurate project timelines to ensure business objectives are met Translate technical capabilities and processes and system solutions into recommendations for actions based on understanding of key business strategies Identify and analyze relevant data from various teams and jointly develop troubleshooting countermeasures, risk mitigation plans, and/or process improvements Collaborate with cross functional teams to manage and update inventory management process with category managers, planning, sales, and customer service Ensure that various teammate performance metrics are being met for the team: resource planning, absenteeism, attrition, etc. Determine and implement appropriate performance management plans to improve or correct team behavior. Perform quality assurance on team’s customer interactions as needed to support the development and performance of direct reports. Ensure consistent cross flow of all relevant information between leadership and direct reports; lead daily/weekly huddle groups with team. Assist with training and teaching other Supervisors on successful implementation techniques as well customer segmentation. Lead mandatory quarterly leadership training to other supervisors. Will be responsible for creating material and presenting Leadership skills to supervisor population at least 4 times a year. Assist with Management of Regional Analyst positions and lead programs. Perform annual performance reviews for direct reports. Communicate directly with clients during system issues, maintenance periods, service outages, or natural disasters. Coach teammates to proficiency in skills and behaviors. Support the formation of a high performing team by creating a positive environment where teammates feel empowered to ensure our customer’s success. Act as an ambassador to the team by actively supporting the values of the broader Owens & Minor organization. QUALIFYING EXPERIENCE Bachelor’s degree or equivalent required. Four or more years of experience working in a shared services environment. Seven years of experience managing large, complex, cross functional teams. Three years working within a customer service role. Five years of experience working in Life Sciences / Healthcare strongly preferred. Key experience focus areas include Shared Services/GBS, Human Resources, Change Management, Continuous Improvement, Process Optimization, Operations, Financial Operations, Customer Service, Sales. Multi-lingual (Spanish/English/French/German) preferred. Strong cross functional knowledge and capabilities present within the Customer Service Organization. KNOWLEDGE, SKILLS, & ABILITIES Strong understanding of Owens & Minor processes. Strong understanding of Global Business Services best practices. Proven leadership, managerial, interpersonal and personal development skills required. Influential change agent. Strong understanding of the Owens & Minor domestic businesses. Demonstrated skills and confidence in proactively building relationships with top tier partners/leaders both internally and externally. Energetic, flexible, collaborative and proactive leader who welcomes challenges. Strong ability to communicate effectively and persuasively, both verbally and in writing. Manage time and resources effectively through strong organization, multitasking, delegation, time management and project management skills. Work independently as a self-starter committed to delivering the highest level in customer service, quality and results. Anticipate problems and work proactively to solve them through creative thinking. Ability to clearly communicate, diffuse difficult situations, and provide encouragement and recognition in an authentic manner. ADDITIONAL REQUIREMENTS Inside working conditions. Minimal travel; Ability to travel up to 5%. No environmental hazards indicated for this classification. Open to a hybrid remote working environment. Ability to work various shifts. Onsite position is required. This position is onsite at University of Mississippi Medical Center in Jackson, Mississippi. 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. #J-18808-Ljbffr