{"id":3144843,"url":"https://alion.io/job/owens-minor-sr-customer-service-representative-kitting","title":"Sr. Customer Service Representative- Kitting","company":{"id":2649053,"name":"Owens & Minor","domain":"owens-minor.com","url":"https://alion.io/company/owens-minor","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":28,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":135000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":768},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Master Data Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-07T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-28T06:04:51Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.\nGlobal Reach with a Local Touch\n140+ years serving healthcare\n\nOver 14,000 teammates worldwide\n\nServing healthcare partners in 80 countries\n\nManufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland\n\n40+ distribution centers\n\nPortfolio of 300 propriety and branded product offerings\n\n1,000 branded medical product suppliers\n\n4,000 healthcare partners served\n\nBenefits\nComprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.\n\nEducational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.\n\nEmployer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.\n\nVoluntary Supplemental Programs - We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.\n\nSupport for your Growing Family - Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.\n\nHealth 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.\n\nPaid 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.\n\nWell-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.\n\nJob Summary - Supports the customer experience by providing superior customer service to clients using critical thinking skills and resources provided. Steps in and acts in all functions (order management, product flow, backorder management, and credits) on the Customer Service team as needed. Acts as primary customer point of contact in a manner that maximizes customer satisfaction.\nJob Description\nThe anticipated pay range for this role is as follows: up to $24.50 hr./. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.\nCore Responsibilities -\nResponsible for customer experience, maintaining a professional demeanor during the entire interaction with customers.\nAnswers incoming inquiries in a professional, courteous, and efficient manner.\nProvides superior service to client resulting in high rate of first contact resolution.\nActs as an internal champion for customer experience.\nHandles all incoming issues and either resolves them or assigns tasks to the appropriate team within Customer Service clients, resulting in a or other internal O&M team, using smart customer-focused decision-making skills; forwards all non-essential duties to the appropriate support desks (backorders, drop ships, credits) and escalates issues as appropriate.\nFollows up on all outstanding tasks to ensure service to clients, resulting in a resolution completion, and provides updates to customers as needed.\nAnticipates, and where appropriate, mitigates any issues before they can negatively impact the customer experience.\nProactively communicates surfaced issues to the Customer in order to address and resolve as quickly as possible.\nFully documents all work performed and communications conducted with the customer using case management software to appropriately record and track outstanding activities.\nUnderstands and prioritizes incoming requests using in-depth knowledge of healthcare, critical, and customer-specific needs.\nActs as liaison for all customer interaction and escalation point as necessary.\nTriages complex issues, acting as a point person to ensure timely resolution.\nCustomer Order Management\nAccurately enters manual orders as needed to support customer requests.\nAccurately records detailed information about the order as requested.\nResearches and verifies order line errors and accurately corrects UOM/product/part number issues within customer requirements.\nWorks with Operations and Inventory Control to research and account for shipping/receiving discrepancies when a supplier has indicated they have shipped goods not yet in O&M inventory.\nCommunicates updates of order lines/order issues to customers effectively and in a timely manner.\nCustomer Order Status Inquiry\nResearches and responds to all order ETA requests in a timely manner.\nCollaborates with various supply chain touchpoints [Suppliers, Distribution Centers (DC), transportation companies, Master Data Management (MDM) team, etc.] to research item status for all work assigned to proactively prevent customer order issues.\nPopulates order status information into Customer Backorder reporting in a timely manner to meet daily Service Level Requirements.\nExecutes all expedites and Inter-Branch Transfer (IBT) requests in an accurate and cost-sensitive manner.\nCustomer Backorder Reporting Management\nResearch and document the status of unfilled customer sales order lines for work assigned post customer sales order cutoff.\nPopulates information into the Customer backorder reporting in a timely manner to\nmeet daily service level requirements.\nReturns/Credits\nAccurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in CRM tool; effectively communicates O & M return policy to customers and ensures that customer understands the policy.\nProcesses credits, re-ships, and returns, and obtains Certificate-of-Destruction for items not returned.\nSends Return G, and receipt of unsalable products and opens a case in the CRM tool; effectively communicates O & M return policy to customers and ensures that the goods Authorizations (RGAs) and works with distribution centers\n(DC) on need for Call Tags.\nAssures all appropriate fees are accurately assessed in accordance with O&M policy.\nIdentifies problem vendors and escalates recurring issues such as recalls, consistently late orders, receiving discrepancies caused by damaged or missing product, and missed delivery appointments.\nIdentifies receiving delays at the Distribution Centers (DC) and or Manufacturing sites and works with the Regional Asset Manager & General Manager to resolve.\nMaintains some cross-functional knowledge of other CS team roles.\nCollaborates directly with other customer service, purchasing support, and finance operations teammates.\nInternal Communication\nActs as the main point of contact for customer service team.\nWorks within a shared-services environment, with matrix reporting lines to Customer Experience leadership and Service Process leadership.\nExternal Communication\nResponds and communicates directly with customer on all order management service requests.\nCommunicates with vendors to determine the status of customer orders.\nPerforms additional duties as directed.\nQualifying Experience-\nHigh School Diploma/GED\n3 or more years of relevant experience (Customer Service, Order Management,\netc.)\n2+ years SAP, or OMNI Experience- Strongly Preferred\nGood interpersonal skills with a customer service orientation; Customer Service\ncertification preferred\nAbility to thrive in a matrix organization where direction may come from direct manager and/or a process owner\nStrong verbal and written communication skills\nSolid planning, organizational, and recordkeeping skills\nAbility to work independently and as part of a team to seek issue resolution and problem solve\nStrong follow-up skills\nPC/Systems skills & knowledge: MS Office required; SAP and Salesforce.com experience preferred\nAbility to use critical thinking in order to determine the best course of resolution for a problem; role requires cross-functional awareness and ability to classify/triage customer issues and concerns\nKnowledge of the healthcare industry preferred\nIf 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.\nOwens & Minor is an Equal Opportunity Employer. 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