Job Specifications
Owens & Minor, Inc. (NYSE: OMI) is a leading global healthcare services company dedicated to Connecting the World of Medical Products to the Point of Care by providing vital supply chain services to healthcare providers and manufacturers of healthcare products. We are a global healthcare services company delivering exceptional value to our customers. After acquiring European-based Movianto in 2012, ArcRoyal in 2014 and Halyard S&IP business in 2018, Owens & Minor developed a presence in markets where three quarters of global healthcare spending occurs. Now the largest, global, healthcare-dedicated logistics company, Owens & Minor has logistics platforms strategically located across the United States and Europe. Owens & Minor's customers span the healthcare market from independent hospitals to large integrated healthcare networks, as well as group purchasing organizations, healthcare products manufacturers, and the federal government. Manufacturers with global ambitions now have a like-minded ally, Owens & Minor International provides logistics services across the spectrum of pharmaceuticals and medical products, from disposable medical supplies to devices and implants. A FORTUNE 500 company, Owens & Minor has been headquartered in Richmond, Virginia, since 1882, and has annualized revenues exceeding $10 billion. The company places a high priority on its mission, vision and values, which focus on the well-being of customers, supply chain partners, teammates and shareholders. The company has developed a culture of recognition, reinforcement, and reward for its teammates, who are vital to its success. Owens & Minor believes that high integrity is the guiding principle of doing business. Owens & Minor common shares are traded on the New York Stock Exchange under the symbol OMI. For more information about Owens & Minor, visit the company website at www.owens-minor.com.
POSITION SUMMARY
The Customer Service Representative will be responsible for the Customer Service activities within the DACH area. Together with his/her team, they will act as a Single Point of Contact approach, manage the full Order-To-Delivery (OTD) cycle and offer our customers better service, faster. As a company and the individual incumbent, we want to ensure differentiation by delivering remarkable service by proactively communicating and offering added value solutions.
1. JOB POSITION SCOPE
To further strengthen the Owens & Minor Global Products SBU Customer Service team for EMEA and delight our customers we are looking for a Representative Customer Service DACH based out of the Brussels headquarters (Diegem).
You will join a leading company with a strong brand in the healthcare sector and a wide product portfolio of Medical Supplies with international presence. As an American company, Owens & Minor nurtures an agile and flexible entrepreneurial approach with ample opportunity for initiative.
As a Customer Service Representative DACH you will manage all interactions with the Halyard (Products division) customers to serve and supply them with medical supplies. This role reports to the EMEA Customer Service Manager and you will work with a team of 2 other customer service representatives.
2. JOB FUNCTIONS
Ownership of the full “Order-To-Delivery” (OTD) process for the specific market. You are expected to develop an excellent relationship with customers and distributors as you will be the key contact for all their inquiries, return requests, claims etc. You will handle various documents such as export documentation, packing lists and other specific documents.
Deliver pro-active customer care to your portfolio of clients through pro-active communication.
Act as Single Point of Contact (SPOC) offering holistic customer service (price inquiries, substitute inquiries etc.)
You support your team members and strive to achieve business KPI’s. You are a mentor to your team and ensure their development, onboarding and training is appropriate to perform their daily job in the OTC process.
You take up the responsibility to interact with the different internal departments such as Supply Chain, Pricing & Tender team, Credit Control team and the different country commercial organizations to gather information to respond to customer enquiries.
You are in contact with the end customers but also distributors and 3rd party logistics suppliers.
You are the central point of contact with the sales management of your specific market and have regular update meetings to review activity, solve issues for the customers in your market.
You are the primary contact and key player for any project work (integration, new product introductions, new processes or new technologies ,…..) in your market.
You have regular assessment and coaching sessions with your direct reports.
3. KEY RELATIONSHIPS/ CUSTOMER EXPECTATIONS
Interact with our customers and our distributors Work effectively with customer service to eliminate complaints (First time right)
Daily Interaction wi
About the Company
O&M Halyard, is focused on advancing health and healthcare by delivering clinically-superior infection prevention, and surgical solutions.
Our market leading sterilization wrap, facial protection, gloves, protective apparel, surgical drapes and gowns, are sold in more than 100 countries.
Healthcare professionals choose O&M Halyard because of the quality, clinical superiority and exceptional support that comes with every O&M Halyard product.
Our solutions keep pace with a complex and changing healthcare industry; protecti...
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