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-

Support the customer and credit process by offering excellent customer service to clients, using critical thinking skills, and providing resources. Act as the primary point of contact for customers, stepping in and performing all functions (order management, credits, and RGAs) on the Credit Process Team as needed to maximize customer satisfaction. This supervisor will accommodate onshore and offshore teammates. International travel may apply.

Core Responsibilities-

• Manages the day-to-day activities of a cross-functional resource group within a Customer Service Team; the team encompasses a mix of resources that will vary based on customer needs

• Ensures that various teammate performance metrics are being met, such as resource planning, absenteeism, and attrition.

• 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. credits and RGAS 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 the consistent crossflow of all relevant information between leadership and direct reports; leads daily/weekly huddle groups with the 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 and develops 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 customer’s success.

• Acts as an ambassador to the team by actively supporting the values of the broader Owens & Minor organization.

Qualifying Experience-

• Bachelor’s degree or 5+ years of Order Management Credit Process work

• Seven years of experience managing large, complex, cross-functional teams.

• Three years working in a customer service role.

• Five years of experience working in Life Sciences / Healthcare is strongly preferred.

• Key experience focus areas include Shared Services/GBS, Human Resources, Change Management, Continuous Improvement, Process Optimization, Operations, Financial Operations, Customer Service, and Sales.

• Strong cross functional knowledge and capabilities present within the Customer Service Organization.

Open to ALL Remote U.S. Locations

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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.