Customer Service Associate II

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. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Global Reach with a Local Touch

• 140+ years serving healthcare

• Over 14,000 teammates worldwide

• Serving healthcare partners in 80 countries

• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland

• 40+ distribution centers

• Portfolio of 300 propriety and branded product offerings

• 1,000 branded medical product suppliers

• 4,000 healthcare partners served

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.

The anticipated pay range is $20.00 - $23.00 per hour

Job Summary

Provides exceptional support to the Owens & Minor Customer Service organization by utilizing critical thinking skills and available resources to deliver superior service. Handles various tasks such as order management, product flow, backorder resolution, and processing credits as needed or requested. Serves as the main point of contact for dedicated customer, ensuring a high level of satisfaction through efficient and effective communication.

Core Responsibilities

• Serves as a primary customer point of contact, ensuring a high level of customer satisfaction.
• Handle all inbound and outbound calls and digital interactions with professionalism and efficiency, resolving inquiries or directing them to the appropriate Customer Service team or internal departments
• Proactively follow up on outstanding tasks to ensure timely completion and keep customers updated as required.
• Document all communications and activities in case management software for accurate tracking.
• Complete tasks with dedication to supporting specific customers, recognizing that requirements may vary based on customer circumstances and needs.
• Takes on various functions within the Customer Service team, including order management, product flow, backorder management, and credits, as needed.
• Research and verify order line errors, making accurate corrections to UOM/product/part number issues as per customer requirements.
• Collaborate with Operations and Inventory Control to investigate and resolve shipping/receiving discrepancies.
• Execute all expedites, Inter-Branch Transfer (IBT), and resource requests accurately and cost-effectively.
• Process credits, reships, and returns, and obtain Certificates of Destruction for unreturned items.
• Ensure all applicable fees are assessed accurately according to Owens & Minor’s policy.
• Maintain a broad understanding of cross-functional roles within the Customer Service team and other departments.
• Demonstrate the ability to learn and support other teams outside the assigned Customer Service Team as needed.
• Dedicated account representative supporting backorders, ordering patterns, and suggestions to avoid further delays in inventory being received/spikes in ordering

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.