Senior Customer Service Representative

Responsibilities

• Provide superior customer service and act as a senior point of contact to maximize client satisfaction.
• Manage the end-to-end customer experience, including order entry, product flow, backorder management, and credits.
• Triage and resolve complex issues by collaborating with internal teams such as Operations, Inventory Control, and Finance.
• Research and respond to order ETA requests and maintain accurate backorder reporting.
• Process returns, credits, and re-ships while ensuring compliance with company policies.
• Identify and escalate supply disruptions, such as vendor recalls or receiving delays at distribution centers.
• Document all customer interactions and work performed using case management software.

Requirements

• High School Diploma or GED.
• 3+ years of relevant experience in customer service or order management.
• Proficiency in MS Office.
• Experience with ERP and CRM systems (Salesforce.com experience is a plus).
• Strong critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and thrive in a matrixed organization.

Preferred Qualifications

• Customer Service certification.
• Previous experience within the healthcare industry.

Benefits

• Comprehensive healthcare plans including medical, dental, and vision starting on day one.
• Educational assistance for eligible teammates in accredited programs.
• Employer-paid life insurance and disability coverage.
• 401(k) and Health Savings Account (HSA) options.
• Paid leave including vacation, personal days, and parental leave.
• Well-being support through the Teammate Assistance Program (TAP) and Calm Health.

About the Company

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, we have delivered comfort and confidence behind the scenes to help healthcare stay at the forefront.