Distribution Operations Supervisor - Customer Service - Owens & Minor : Job Details

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products, and services across the full continuum of care. Customersand their patientsare at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after one year of service
• Employee stock purchase plan
• Tuition reimbursement

Job Summary

The supervisor will lead a dynamic team dedicated to delivering exceptional customer service. This role involves overseeing daily operations and ensuring that customer inquiries are handled efficiently and effectively. The supervisor will implement best practices to enhance team performance, drive continuous improvement, and maintain high customer satisfaction levels. Additionally, this position will involve training and mentoring team members, managing escalated issues, and collaborating with cross-functional teams to optimize service delivery.

Core Responsibilities

• Oversee team performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) defined by leadership, including backorder volume, invoice match rates, service case counts, overtime, first contact resolution, resolution cycle time, escalation metrics, and customer satisfaction scores
• Facilitate effective communication between leadership and team members through daily and weekly huddles.
• Assist in the recruitment, hiring, and onboarding of new team members.
• Lead customer service initiatives for new customer implementations.
• Participate in sales and customer calls to enhance business processes.
• Prepare and present weekly and monthly performance scorecards to Customer Service Leadership.
• Serve as a point of escalation for customer issues within the team.
• Oversee the performance management process for the Customer Service Team, including conducting mid-year and annual reviews, ensuring adherence to performance metrics, and developing improvement plans.
• Engage and coach team members through quality assurance reviews and ongoing development to enhance skills and drive overall team effectiveness.
• Communicate directly with customers during system issues, maintenance, service outages, or natural disasters.
• Foster a high-performing team environment, empowering members to ensure customer satisfaction.

Qualifying Experience

• Bachelor's degree in business administration, management, communications, or a related field is preferred.
• 2+ years in a supervisory or team lead position is preferred.
• 4+ years of experience in customer service, shared services environment or in a healthcare setting is preferred.
• Relevant certifications in customer service or management can be advantageous.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

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.