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Client Engagement Team Lead

Company: Owens & Minor
Location: Richmond
Posted on: September 14, 2019

Job Description:

POSITION SUMMARY Supports the Client Engagement Center (CEC) and customer experience by providing superior customer service.Acts as an escalation and dispute resolution point within the Client Engagement Team (CET) for customers.Executes CET related functional activities to support customers and enable scalability.Serves in a lead capacity for CET operational functions (order management, product flow, usage, credits, etc.).Assists CEC management in the performance of personnel management task, including participation in leadership training, and assisting with teammate training. ESSENTIAL JOB FUNCTIONS: 1.Assists teammates and CEC leadership with direct customer & key stakeholder escalations, acting as a key escalation and dispute resolution point for the Client Engagement Team. 2.Responds to escalations in a professional, courteous and efficient manner, providing superior service and problem resolution to customers.Acts as an alternative customer escalation point for the CET as directed by CEC leadership. 3.Participates in meetings and project teams as directed by CEC leadership.Manages and executes special projects under supervision and direction of CET leaders 4.Assists supervisors with various administrative responsibilities (case triage, etc.) as requested. 5.Works closely with the CET leadership to develop/implement new department programs in the department.Assists with CET performance improvement activities and projects in support of CEC leadership. 6.Participates and successfully demonstrates competence in teammate training programs.Facilitates trainings to teammates, key stakeholders, & customers. 7.Facilitates/coordinates daily teammate activities (order placement, product information request, customer problem solving, etc.) as directed and under the supervision of CEC leadership. 8.Ensures consistent cross flow of all relevant information between leadership and teammates. 9.Analyzes CET service failure and recurring client issues through root-cause analysis and problem management.Partners with Process Leaders to identify root causes, trends, and resolutions. 10.Communicates directly with clients during system issues, maintenance periods, service outages, or natural disasters. 11.Accurately enters any orders with detailed information as directed by leaders in a timely manner. 12.Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in Customer Resource Management (CRM) tool; effectively communicates Owens & Minor's return policy to customers and ensures that customer understands the policy. 13.Processes credits, reships, and returns; obtains Certificate-of-Destruction for items not returned. 14.Sends Return Goods Authorizations (RGAs) and works with Distribution Centers (DC) on need for call tags. 15.Ensures all appropriate fees are accurately assessed in accordance with Owens & Minor's return policy. SUPPLEMENTAL JOB FUNCTIONS: - Fill in for supervisors as team leader under the supervision of CEC leadership as needed. - Performs additional duties as directed. EDUCATION & EXPERIENCE REQUIRED: - High School diploma or GED required; college degree preferred - Five or more years of Customer Service experience required; knowledge of Health Care industry highly preferred - Customer Service certification preferred KNOWLEDGE SKILLS & ABILITIES: - Ability to clearly communicate, diffuse difficult situations, and provide encouragement and recognition in an authentic manner - Demonstrated skills and confidence in proactively building relationships with top tier partners/leaders both internally and externally - Energetic, flexible, collaborative and proactive leader who welcomes challenges - Strong ability to communicate effectively and persuasively, both verbally and in writing - Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills - Works independently as a self-starter committed to delivering the highest level in customer service, quality and results - Anticipates problems and works proactively to solve them through creative thinking - Good interpersonal skills with a customer service orientation - Ability to thrive in a matrix organization where direction may come from direct manager and/or a process owner - Strong verbal and written communication skills - Solid planning, organizational, and recordkeeping skills - Ability to work independently and as part of a team to seek issue resolution and problem solve - Strong follow-up skills - PC/Systems skills & knowledge: MS Office required; ability to quickly learn and utilize enterprise software technologies like Enterprise Resource Planning (ERP) and Customer Resource Management (CRM) Systems; ************** experience preferred - Ability to use critical thinking in order to determine best course of resolution for a problem - Requires cross-functional awareness and ability to classify/triage customer issues and concerns ADDITIONAL REQUIREMENTS: - Ability to work various shifts Note: Owens & Minor is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means. Category: Corporate

Keywords: Owens & Minor, Richmond , Client Engagement Team Lead, Other , Richmond, Virginia

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