👋 Customer Advocate - Hybrid (United States) | | English
This role is a critical piece of the healthcare process at Owens & Minor, a Fortune 500 company! You'll be responsible for ensuring customer satisfaction by developing and maintaining strong operational alignment between customer processes and O&M processes.
✨ About Us
Owens & Minor is 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. We are passionate about empowering our customers to advance healthcare.
🏆 What You'll Do
- Develop and maintain strong account-specific operational processes and performance with the customer.
- Act as the main point of contact for your account and coordinate with appropriate internal teams on customer concerns or escalated issues.
- Participate in weekly Customer Advocate team calls, training sessions, and workshops to stay updated on new processes and best practices.
- Lead and participate in weekly/bi-weekly meetings with the customer care team, including AE and any other process leaders for the account.
- Work with the sales team to ensure company and customer adherence to contract terms and conditions.
- Lead regular customer meetings to provide status and feedback on their experience.
- Provide analytics and daily reporting as required.
- Ensure usage of key reports and tools to execute day-to-day work.
- Work with customers to ensure O&M systems align with theirs (product SKUs, loaded prices, contracts, etc.)
- Ensure pricing is shared with the customer where required.
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Proactively manage at-risk items via the Guardian Tool (Item Health Report) to ensure product is available when the customer needs it.
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Manage product substitutions – monitor inventory, provide suggested sub-options to customers, and establish customer-approved subs.
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Evaluate usage changes (spikes or dips) & stock/non-stock & work with the demand planning team on necessary adjustments.
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Manage Discontinued item notifications with customers.
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Position proprietary and preferred suppliers as subs or potential conversion opportunities.
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Provide leads to the sales team via Salesforce.
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Own operational functions for product conversions.
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Support sales partners with Capital Equipment Quotes execution via sales direct.
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Monitor overall customer satisfaction.
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Serve as point of escalation for resolving complex and repeated issues impacting customers.
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Manage customer expectations and communications for issue escalations.
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Coordinate with other cross-functional groups for the resolution of issues in a timely and sufficient manner based on pre-determined SLAs.
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Maintain strong partnerships with sales partners and effectively inform where applicable.
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Execute conversion processes and manage data including reviewing the Add To Stock Opportunity Report and notifying customers when the product is available.
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Review remaining allocations with customers and send requests for additional allocations to the Inventory Supply Team by collaborating with the supplier representative.
- Review and convert additional non-stocked products to Stock.
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Set up new accounts / ship-tos (with validation of contract rules)
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Manage customer contacts for required reporting & SalesForce.com cases.
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Conduct customer training for OM customer-facing systems as applicable.
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Perform additional duties as directed.
👩🎓 What You'll Need
- Bachelor’s Degree
- 2 or more years of related experience (sales, customer service, customer relationship management, supply chain, hospital distribution, etc.)
- Or any equivalent combination of education and experience to meet the above requirements.
🧠 Skills & Abilities
- Technological fluency with email, internet, Microsoft Office (Teams, PowerPoint, Word, Excel, PowerBI)
- Strong ability to use multiple systems and various report software to combine and synthesize information.
- Strong verbal and written communication skills.
- Strong influencing skills.
- Ability to work independently.
- Able to facilitate problem solving.
🌎 Additional Information
- May provide back up support to other Customer Advocates within the assigned region.
- Limited travel may be required up to 10%.
🤝 Benefits
- Medical, dental, and vision insurance, available on the 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
We are 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.
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Job Category: Customer Service