Senior CSR - On Site - Des Moines at Owens & Minor

Des Moines, Iowa, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

High School diploma or equivalent; college degree in a relevant field (business, communications, healthcare, etc.) is preferred
2-3 years of customer service experience, preferably in a healthcare related industry
Customer Service certification is preferred
Analytical experience 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
Analytical skills for identifying patterns, proactively resolving inventory issues, and suggestions for resolution to avoid in the future
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 solutions

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
Dedicated account representative supporting backorders, ordering patterns, and suggestions to avoid further delays in inventory being received/spikes in ordering