Customer Service Lead

Owens & Minor

Customer Service Lead resolving customer disputes and managing service operations for Owens & Minor. Collaborating with teams to enhance performance and customer satisfaction.

Posted 7/8/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $27 per hourWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Serve as a crucial escalation point for resolving disputes for both internal and external customers.
Support customer service operations, including order management, product flow, and credit processing.
Collaborate with customer service management to train and develop team members.
Assist teammates and Customer Service leadership with escalations.
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.
Participate in teammate training programs and facilitate training for team members and stakeholders.
Coordinate daily teammate activities under supervision of Customer Service leadership.
Maintain clear communication of relevant information between leadership and team members.
Analyze service failures and recurring customer issues.
Collaborate with supervisor on new customer implementations.
Accurately enter orders with detailed information as directed by leaders.
Manage all inbound and outbound calls and digital interactions professionally.

Requirements

What you’ll need

High School diploma or equivalent; 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.
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.
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.
Flexibility to work various shifts as needed.

Benefits

Comp & perks

Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Order ManagementCredit ProcessingCase TriageProblem ResolutionRecordkeeping

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsCritical ThinkingCollaboration

Certifications

Customer Service Certification