Supervisor, Customer Service

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

Job Summary- Supports 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-

• Manages the day-to-day activities of a cross-functional resource group within a Customer Service Team; team encompasses a mix of resources which will vary based on customer needs
• Ensures that various teammate performance metrics are being met for the team: resource planning, absenteeism, attrition, etc.
• Determines and implements appropriate performance management plans to improve or correct team behavior.
• Manages team to pre-defined Key Performance Indicators (KPI) and Service Level Agreements (SLA) targets as defined by leadership. i.e. Back Order Volume, Invoice Match Rate, Number of Service Cases Opened, Overtime, First Contact Resolution Rate, Resolution Cycle Time, Number of Escalations, Customer Satisfaction Score.
• Occasionally performs quality assurance on team’s customer interactions as needed to support the development and performance of direct reports.
• Ensures consistent cross flow of all relevant information between leadership and direct reports; leads daily/weekly huddle groups with team.
• Assists with interviewing and hiring of team resources.
• Leads the onboarding process for new teammates
• Prepares and delivers weekly/ monthly scorecards to Customer Service Leadership.
• Acts as a customer escalation point for the team.
• Performs annual performance reviews for direct reports.
• Communicates directly with clients during system issues, maintenance periods, service outages, or natural disasters.
• Engages and develops teammates.
• Coaches teammates to proficiency in skills and behaviors.
• Supports the formation of a high performing team by creating a positive environment where teammates feel empowered to ensure our customers’ success.
• Acts as an ambassador to the team by actively supporting the values of the broader Owens & Minor organization.

Qualifying Experience-

• Bachelor’s Degree preferred and/or 6 years of relevant business experience (customer service, revenue cycle, etc.)
• 4 or more years of experience working in a shared services environment.
• 7 years of experience managing large, complex, cross functional teams.
• 4 years working within a customer service role.
• 5 years of experience working in Life Sciences / Healthcare strongly preferred.
• Key experience focus areas include Human Resources, Change Management, Continuous Improvement, Process Optimization, Operations, Financial Operations, Customer Service, Sales.
• Bilingual in Spanish highly desired, but not a requirement.
• Strong cross-functional knowledge and capabilities are present within the Customer Service Organization.

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.