Customer Service Lead

Position Summary

As a Customer Service Lead, you will serve as a crucial escalation point for resolving disputes for both internal and external customers. You will be responsible for supporting customer service operations, including order management, product flow, and credit processing, while effectively supporting customers during varying workloads. Additionally, you will collaborate with customer service management to train and develop team members, promoting continuous improvement and ensuring high performance.

Responsibilities

• Assist teammates and Customer Service leadership with escalations, serving as a key point for dispute resolution within the Customer Service Team and ensuring high-quality service.
• Participate in meetings and project teams as directed by Customer Service leadership.
• Support supervisors with administrative tasks, including case triage, as needed.
• Collaborate with leadership to develop and implement new department programs and support performance improvement initiatives, providing insights for process enhancements.
• Participate in teammate training programs and facilitate training for team members and stakeholders.
• Carefully coordinate daily teammate activities (e.g., order placement, backorders, and problem-solving) under the supervision of Customer Service leadership, ensuring smooth operations.
• Maintain clear communication of relevant information between leadership and team members.
• Analyze service failures and recurring customer issues through root-cause analysis, partnering with Process Leaders to identify trends and solutions.
• Collaborate with supervisor on new customer implementations.
• Accurately enter orders with detailed information as directed by leaders.
• Record and process shipping discrepancies, return requests, and unsalable product receipts in the CRM tool, ensuring customers understand Owens & Minor’s return policy.
• Ensure compliance with Owens & Minor's return policy when assessing fees.
• Manage all inbound and outbound calls and digital interactions professionally, resolving inquiries or directing them appropriately.
• Collaborate with supply chain partners (e.g., Suppliers, Distribution Centers) to research item statuses and proactively prevent order issues.
• Enter order status information into Customer Backorder reporting promptly to meet daily Service Level Requirements.
• Execute all expedites and Inter-Branch Transfer (IBT) requests accurately and cost-effectively.

Education & Experience

• A high school diploma or equivalent; a college degree in a relevant field (business, communications, healthcare, etc.) is preferred.
• 3-5 years of Customer Service experience, with a track record of managing more complex customer interactions in a healthcare industry is preferred.
• Customer Service certification is preferred.
• Demonstrated experience in a lead or senior role, providing guidance to team members without direct supervisory responsibilities.

Knowledge, Skills & Abilities

• Strong interpersonal skills with a customer service focus.
• Ability to thrive in a matrix organization under multiple guidance.
• Excellent verbal and written communication skills.
• Strong planning, organizational, and recordkeeping abilities.
• Capable of working independently and collaboratively to resolve issues.
• Proficient in MS Office, ERP and CRM systems, and Salesforce.
• Critical thinking skills to determine optimal problem resolutions; ability to triage customer issues.
• Possess proven skills and expertise in managing high-visibility accounts as well as other key accounts.
• Strong understanding of customer service best practices and industry standards.
• Knowledge of the healthcare industry is preferred.

Additional Requirements

• Flexibility to work various shifts as needed.