At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are 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 30 days of employment
Employee stock purchase plan
Tuition reimbursement
Development opportunities to grow your career with a global company
Summary
This customer-facing role is the on-site point-of-contact for complex, sophisticated healthcare systems. Collaborates, engages, and provides value add solutions and customer management. Coordinates interdepartmental company communications to facilitate strategic relationships with assigned healthcare systems customers. Provides analytics, reporting, and customer-specific pricing and utilization recommendations. Provides on-site asset management services, resolves local emergency issues, and liaises with the Owens & Minor Client Engagement Center (CEC) to triage customer issues. Ensures customers’ processes are coordinated with Owens & Minor processes.
Core Responsibilities
Develops and maintains strong operational processes and performance with the customer, including working with customers/Owens & Minor teams/manufacturers on routine account management (fill rates, service levels, Acct#/Ship-to/Stop# maintenance, backorder management, forecast management, expedites, LUM Optimization, etc.).
Responds in a timely manner to customer requests, including preparing reports/flow charts/analytics on customer product & service usage levels, processing, and/or coverage gaps.
Manages and ensures contract compliance to all terms and conditions.
Works with customers on ensure Owens & Minor systems align to theirs (product SKUs, loaded prices, contracts, etc.). Participates in product conversion projects to ensure systems alignments as needed.
Collaborates with off-site personnel to ensure accurate and consistent information for the customer. Works with Commercial leadership to conduct business reviews for the assigned IDN and provide analytics to support business review discussions as needed.
Provides sales and process information to support and fulfill strategic goals.
Monitors overall client satisfaction and serves as a point-of-escalation in the resolution of complex customer issues.
Utilizes SalesForce to maintain assigned customer portfolio for Owens & Minor, and to support trend reporting.
Checks inventory to determine hospital usage. Works with customers to prevent critical product outages.
Coordinates with customers to determine product needs in the event of backordered product, requesting expedites when necessary.
Tracks and monitors a baseline on savings and process improvements as the customer relationship develops.
Supplies required reports to Customers by agreed upon due dates.
Partners with internal teams to resolve customer service questions. Delegates service actions to the Service Team.
Liaises between customers and Owens & Minor teams to ensure smooth conversions. Liaises with Customer Account Managers to ensure accuracy of materials and supplies.
Identifies opportunities to offer Owens & Minor products and services to customers and coordinates with Sales on offerings.
Manages daily relationship with the Customer’s Materials Manager or related counterpart to ensure high customer satisfaction and distribution loyalty.
Qualifying Experience
Bachelor’s Degree
0-2 years of related experience (sales, customer service, marketing, business, supply chain, hospital distribution, etc.)
Or any equivalent combination of education and experience to meet the above requirements
Technological fluency with email, internet, Microsoft Office (PowerPoint, Word, Excel)
Strong ability to use multiple systems and various report software to combine and synthesize information.
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If you feel this opportunity could be the next step in your career, we encourage you to apply.
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.
