Customer Service Representative - SurgiTrack and Pandac

Owens & Minor; Richmond (VA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Health benefits

Educational assistance

Employer-paid life insurance

Parental leave

401(k) plan

Job summary

Owens & Minor is seeking a Customer Experience / Order Management professional to support PANDAC/SurgiTrack services by leveraging internal/external resources and driving cost savings with every interaction.

Responsibilities include accurate order entry, status inquiries, backorder reporting, and returns processing, while coordinating with suppliers, DCs, MDMs, and operations to ensure timely, accurate service in a fast-paced healthcare environment in Richmond, VA.

Qualifications

• Experience using internal systems (Salesforce, OMNI, OM Direct, OM Marketplace).
• Strong communication and problem-solving skills.
• Ability to work cross-functionally and manage complex orders.

Responsibilities

• Maintain professional customer interactions and ensure high first-contact resolution.
• Enter manual orders and verify order details in ERP systems.
• Research and correct order issues, including UOM/product numbers.
• Collaborate with Operations, DCs, and suppliers to resolve shipping discrepancies.
• Provide timely order status updates and escalate where needed.
• Document all work in case management and inform customers of progress.
• Triages complex issues and serves as liaison for customer interactions.

Skills

Communication

Customer focus

Problem solving

Team collaboration

Tools

Salesforce

OMNI

OM Direct

OM Marketplace

Job description

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™.

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

Benefits

• Comprehensive Healthcare Plan-Medical, dental, and vision plans start on day one of employment for full-time teammates.
• Educational Assistance-We offer educationalassistanceto all eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-Paid Life Insurance and Disability-We offer employer-paid life insurance and disabilitycoverage.
• Voluntary Supplemental Programs - We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
• Support for your Growing Family - Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
• Health Savings Account (HSA)and401(k)-We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
• Paid Leave-In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave - including parental leave.
• Well-Being - Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs - all at no cost to you.

The anticipated pay for this range will be $25 hr./. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Job Description

Support PANDAC/SurgiTrack Services by using internal/external resources, with a focus on continuous improvement (cost savings) and delivering excellence with every interaction. Must embrace change, enjoy problem solving and independently align with our opportunity add value for our customers, OM alike.

Core Responsibilities

• Responsible for customer experience, maintaining a professional demeanor during entire interaction with customers.
• Answers incoming inquiries in a professional, courteous and efficient manner.
• Provides superior service to client resulting in high rate of first contact resolution.
• Acts as an internal champion for customer experience.
• Handles all incoming issues and either resolves them or assigns tasks to the appropriate team within Customer Service or other internal O&M team, using smart customer-focused decision‑making skills; forwards all non-essential duties to the appropriate support desks (backorders, drop ships, credits) and escalates issues as appropriate.
• Follows up on all outstanding tasks to ensure completion and provides updates to customer as needed.
• Anticipates, and where appropriate, mitigates any issues before they can negatively impact the customer experience.
• Proactively communicates surfaced issues to the Customer in order to address and resolve as quickly as possible.
• Fully documents all work performed and communications conducted with customer using case management software to appropriately record and track outstanding activities.
• Understands and prioritizes incoming requests using in depth knowledge of healthcare critical and customer specific needs.
• Acts as liaison for all customer interaction and escalation point as necessary.
• Triages complex issues, acting as point person to ensure timely resolution.
• Customer Order Management
• Accurately enters manual orders as needed to support customer request.
• Accurately records detailed information about the order as requested.
• Researches and verifies order line errors and accurately corrects UOM/product/part number issues within customer requirements.
• Works with Operations and Inventory Control to research and account for shipping/receiving discrepancies when a supplier has indicated they have shipped goods not yet in O&M inventory.
• Adjust customer order quantities within Enterprise Resource Program (ERP) to properly reflect flow of goods.
• Communicates updates of order lines/order issues to customer effectively and timely.
• Customer Order Status Inquiry
• Researches and responds to all order ETA requests in a timely manner.
• Collaborates with various supply chain touchpoints [Suppliers, Distribution Centers (DC), transportation companies, Master Data Management (MDM) team, etc.] to research item status for all work assigned to proactively prevent customer order issues.
• Populates order status information into Customer Backorder reporting in a timely manner to meet daily Service Level Requirements.
• Executes all expedites and Inter‑Branch Transfer (IBT) requests in an accurate and cost sensitive manner.
• Customer Backorder Reporting Management
• Research and documents status of unfilled customer sales order lines for work assigned post customer sales order cutoff.
• Populates information into Customer backorder reporting in a timely manner to
• meet daily service level requirements.
• Returns/Credits
• Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in CRM tool; effectively communicates O & M return policy to customers and ensures that customer understands the policy.
• Processes credits, re‑ships and returns and obtains Certificate‑of‑Destruction for items not returned.
• Sends Return Goods Authorizations (RGAs) and works with distribution centers.
• (DC) on need for Call Tags.
• Assures all appropriate fees are accurately assessed in accordance with O&M policy.
• Identifies problem vendors and escalates recurring issues such as recalls, consistently late orders, receiving discrepancies caused by damaged or missing product, and missed delivery appointments.
• Identifies receiving delays at the Distribution Centers (DC) and or Manufacturing sites and works with the Regional Asset Manager & General Manager to resolve.
• Maintains some cross‑functional knowledge of other CS team roles.
• Collaborates directly with other customer service, purchasing support, and finance operations teammates.
• Internal Communication
• Acts as the main point of contact for customer service team.
• Works within a shared‑services environment, with matrix reporting lines to Customer Experience leadership and Service Process leadership.
• External Communication
• Responds and communicates directly with customer on all order management service requests.
• Communicates with vendors to determine the status of customer orders.
• Performs additional duties as directed.

Qualifying Experience

• Internal systems including Salesforce, OMNI, OM Direct, OM Marketplace
• External systems including Vendor websites.
• Internal processes: IBTs, Dropships, Returns, OS/SS, Quarterly Returns, Tracking, Cancelling lines/orders.
• Solid understanding of UOM, SUOM and conversion to LUM quantities
• Communication skills that build relationships with our Teammates
• Accuracy/Urgency that builds trust with our customers.
• Problem solving, combining tactics with an understanding of overall strategy.
• Team orientated, driven by common goals and supporting others.

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.