Customer Service Representative - ONSITE ROLE in Ann Arbor, MI - Empowering Healthcare Excellence

Join Owens & Minor, a Fortune 500 Leader in Healthcare, as a Customer Service Representative

At Owens & Minor, we're revolutionizing the healthcare industry by providing integrated technologies, products, and services that empower our customers to advance healthcare. With a presence in over 90 countries and 18,000 teammates worldwide, we're committed to delivering exceptional service and support to our customers. As a Customer Service Representative in our Ann Arbor, MI office, you'll play a critical role in driving customer satisfaction and success.

About the Role

We're seeking a highly skilled and dedicated Customer Service Representative to join our team on-site in Ann Arbor, MI. As the primary point of contact for our customers, you'll provide exceptional support and service, utilizing critical thinking skills and available resources to resolve inquiries and issues efficiently. This role requires a strong customer service focus, excellent communication skills, and the ability to work independently and collaboratively in a fast-paced environment.

Key Responsibilities

• Serve as the main point of contact for customers, ensuring a high level of satisfaction through efficient and effective communication.
• 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.
• Take 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.

Essential Qualifications

To succeed in this role, you'll need:

• A 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.
• Excellent verbal and written communication skills.
• Strong planning, organizational, and recordkeeping abilities.
• Ability to work independently and collaboratively to resolve issues.
• Proficient in MS Office; quick learner of ERP and CRM systems, with Salesforce experience preferred.

Preferred Qualifications

While not required, the following qualifications can enhance your candidacy:

• Knowledge of the healthcare industry.
• Experience with Salesforce or other CRM systems.
• Previous experience in a matrix organization.

What We Offer

At Owens & Minor, we offer a comprehensive benefits package and opportunities for growth and development. Our teammates enjoy:

• Medical, dental, and vision insurance, available on the 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.

Company Culture

At Owens & Minor, we're committed to creating a growth-oriented culture that values each teammate's perspective and contributions. Our shared values - Integrity, Development, Excellence, Accountability, Listening - guide our actions and decisions. We strive to deliver superior service across the continuum of healthcare, and we're proud to be an Equal Opportunity Employer.

Career Growth Opportunities

As a Customer Service Representative, you'll have opportunities to develop your skills and advance your career within our organization. You'll work closely with our Customer Service team and other departments to resolve issues and drive customer satisfaction. With our global presence and commitment to excellence, you'll have access to a range of career development opportunities and training programs.

Work Environment

This is an on-site role in our Ann Arbor, MI office, where you'll work collaboratively with our Customer Service team to drive customer satisfaction and success. Our office is equipped with the latest technology and tools to support your work, and we offer a dynamic and supportive work environment.

Compensation and Benefits

We offer a competitive salary commensurate with experience, along with a comprehensive benefits package. Our compensation and benefits program is designed to attract and retain top talent, and we're committed to providing a rewarding and fulfilling work experience.

Join Our Team

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement - we value a great attitude and a willingness to learn above all. Submit your application today and join our team at Owens & Minor!

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.