Customer Service Representative

Customer Service Representative

Requirements

• High School diploma or equivalent; college degree in a relevant field (business, communications, healthcare, etc.) is preferred.
• 1-2 years of customer service experience, preferably in a healthcare related industry.
• Customer Service certification is preferred.
• Strong interpersonal skills with a customer service focus.
• Ability to thrive in a matrix organization under multiple guidance.
• Excellent verbal and written communication skills.
• Strong planning, organizational, and recordkeeping abilities.
• Capable of working independently and collaboratively to resolve issues.
• Strong follow-up skills.
• Proficient in MS Office; quick learner of ERP and CRM systems, with Salesforce experience preferred.
• Critical thinking skills to determine optimal problem resolutions; ability to triage customer issues.
• Knowledge of the healthcare industry is preferred.

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.

Preferred Qualifications

• College degree in a relevant field (business, communications, healthcare, etc.) is preferred.
• Customer Service certification is preferred.
• Knowledge of the healthcare industry is preferred.