Customer support representative

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 TM.

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

Job Position Summary

Reporting into the customer Service Manager of International Markets, the Customer Service Representative owns the full "Order-To-Delivery" process (OTD) for his/her portfolio of clients.

Through a Single Point of Contact approach, he/she offers to customers better service and proactive communication

Essential Job Functions

Master data management

Maintain the master data managed in the ERP

Customer Order management

Own the full "Order-To-Delivery" (OTD) process from order entry to delivery and invoicing including update on dates and answer to customer enquiries. Act as Single Point of Contact (SPOC) offering holistic customer service: date update, price inquiries, substitute inquiries, return requests, claims etc. Develop an excellent relationship with customers Deliver pro-active customer care including communication, update on availability date, solutions on deviation compared to customer expectations. Have the appropriate handling of various documents such as export documentation, packing lists and other specific documents. Manage the relationship with internal customers / suppliers (e.g. US Customer Service). Support your colleagues and strive to achieve business KPI's.

Improvements and projects management

Identify and propose solution to recurrent process and system issues. Lead or contribute to process and system improvements

Supplemental Job Functions (Optional)

Key relationships

Customers (hospitals and distributors) North America Customer Service and Supply Planning team Production Sites located in Europe, Americas and Asia Planning team in International Markets Sales and Marketing teams in International Markets Logistics team of International Markets and International Logistics Finance teams in International Markets (e.g. credit control) Pricing and tendering teams in International Markets 3 PL's in India

Qualifications:

Education and Experience:

You hold a Bachelor's degree in Business, Finance, Mathematics, Logistics or Supply Chain, or equivalent experience in similar function. You have at least 3 years experience in customer service. You are used to work with an ERP or CRM tool like SAP as well as MS Outlook and MS Excel. Fluent in English

Knowledge Skills & Abilities (Optional)

Key Competencies & Personal Attributes

Positive attitude and strong sense of ownership Proactive, self‐motivated, and committed to continuous improvement "What else can I do" mentality with willingness to go the extra mile Able to work autonomously and deliver accurate, complete, and timely results Strong organizational skills with the ability to manage multiple priorities in a fast‐paced environment Structured yet flexible approach to work, maintaining attention to detail under pressure Process‐ and systems‐oriented Comfortable managing operations across EMEA and APAC time zones Good analytical and problem‐solving capabilities Ability to understand business needs and translate them into actionable outcomes Strong interpersonal skills with the ability to build relationships across diverse profiles Empathetic and culturally aware when working with colleagues and customers The person in this role understands that he/she will operate in an ISO9001 controlled environment and is willing to implement and understand the basic principles of such ISO quality standard. Must actively demonstrate Owens & Minor's IDEAL values: Integrity, Development, Excellence, Accountability & Listening

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.