Customer Service Lead

Owens & Minor is a global healthcare solutions company providing essential products and services. The Customer Service Lead will act as a key escalation point for resolving disputes and will support customer service operations, including order management and team development.

Responsibilities:

• Assist teammates and Customer Service leadership with escalations, serving as a key point for dispute resolution within the Customer Service Team and ensuring high-quality service
• Participate in meetings and project teams as directed by Customer Service leadership
• Support supervisors with administrative tasks, including case triage, as needed
• Collaborate with leadership to develop and implement new department programs and support performance improvement initiatives, providing insights for process enhancements
• Participate in teammate training programs and facilitate training for team members and stakeholders
• Coordinate daily teammate activities (e.g., order placement, backorders, and problem-solving) under the supervision of Customer Service leadership, ensuring smooth operations
• Maintain clear communication of relevant information between leadership and team members
• Analyze service failures and recurring customer issues through root-cause analysis, partnering with Process Leaders to identify trends and solutions
• Collaborate with supervisor on new customer implementations
• Accurately enter orders with detailed information as directed by leaders
• Record and process shipping discrepancies, return requests, and unsalable product receipts in the CRM tool, ensuring customers understand Owens & Minor’s return policy
• Ensure compliance with Owens & Minor's return policy when assessing fees
• Manage all inbound and outbound calls and digital interactions professionally, resolving inquiries or directing them appropriately
• Collaborate with supply chain partners (e.g., Suppliers, Distribution Centers) to research item statuses and proactively prevent order issues
• Enter order status information into Customer Backorder reporting promptly to meet daily Service Level Requirements
• Execute all expedites and Inter-Branch Transfer (IBT) requests accurately and cost-effectively

Requirements:

• High School diploma or equivalent
• Demonstrated experience in a lead or senior role, providing guidance to team members without direct supervisory responsibilities
• 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
• Proficient in MS Office, ERP and CRM systems, and Salesforce
• Critical thinking skills to determine optimal problem resolutions; ability to triage customer issues
• Proven skills and expertise in managing high-visibility accounts as well as other key accounts
• Strong understanding of customer service best practices and industry standards
• Flexibility to work various shifts as needed
• College degree in a relevant field (business, communications, healthcare, etc.)
• 3-5 years of Customer Service experience, with a track record of managing more complex customer interactions in a healthcare industry
• Customer Service certification
• Knowledge of the healthcare industry