RichmondVARecruiter Since 2001
the smart solution for Richmond jobs

Client Engagement Representative

Company: Owens & Minor
Location: Richmond
Posted on: November 11, 2019

Job Description:

Job Description POSITION SUMMARY Supports the Client Engagement Center (CEC) and customer experience by providing superior customer service to clients using critical thinking skills and resources provided. Accurately creates necessary tasks for follow up and resolution. Steps in and acts in all functions (order management, product flow, usage, and credits) on the CEC team as needed and as instructed. Acts as most senior primary client liaison maximizing Customer satisfaction utilizing cross functional knowledge and collaboration as required. ESSENTIAL JOB FUNCTIONS: Primary Customer Point of Contact 1. Answers incoming inquiries in a professional, courteous and efficient manner; provides superior service to client resulting in high rate of first contact resolution. 2. Acts as an internal champion for the customer experience. 3. Handles all incoming issues and either resolves them or assigns tasks to the appropriate team within the Client Engagement Center 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). 4. Follows up on all outstanding tasks to ensure completion and provides updates to customer as needed. 5. Anticipates, and where appropriate, mitigates any issues before they can negatively impact the customer experience. 6. Proactively communicates surfaced issues to the Customer in order to address and resolve as quickly as possible. 7. Fully documents all work performed and communications delivered to the customer; uses case management software to appropriately record and track outstanding activities. 8. Understands and prioritizes incoming requests using critical knowledge of healthcare and customer specific needs. 9. Acts as liaison for all client interaction and escalation point as necessary. 10. Triages complex issues, acting as point person to ensure timely resolution. 11. Must learn some cross-functional knowledge of other CEC-team roles. 12. Collaborates directly with other client engagement, purchasing support, and finance operations teammates. Order Entry 13. Accurately enters any orders as needed or as directed by leaders in a timely manner. 14. Accurately records detailed information about the order as requested. Returns / Credits 15. 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. 16. Processes credits, reships, and returns; obtains Certificate-of-Destruction for items not returned. 17. Sends Return Goods Authorizations (RGAs) and works with Distribution Centers (DC) on need for call tags. 18. Ensures all appropriate fees are accurately assessed in accordance with Owens & Minor's return policy. SUPPLEMENTAL JOB FUNCTIONS: 1. Performs additional duties as directed. Qualifications 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 a plus * Customer Service certification preferred KNOWLEDGE SKILLS & ABILITIES: * 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.

Keywords: Owens & Minor, Richmond , Client Engagement Representative, Other , Richmond, Virginia

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Electrical Journeyman - Harrisonburg
Description: Description 13 13 13 13 Tradesmen International is currently seeking Electrical Journeyman for local work in the Harrisonburg Area. Hourly rate it is based on experience. 13 13 13 13 (more...)
Company: Tradesmen International, Inc.
Location: Harrisonburg
Posted on: 11/17/2019

Patent Classifier I(Industrial Chemistry) - Harrisonburg, VA
Description: Position Descriptionhttps://sercopatentsearch.com/Serco IP Services, part of Serco North America, is seeking a Patent Classifier to review patent applications received from the United States Patent and (more...)
Company: Serco
Location: Harrisonburg
Posted on: 11/17/2019

CDL-A Company OTR and Regional Drivers - Great Pay! - Harrisonburg
Description: CDL-A Company Solo and Team OTR amp Regional Drivers - Great Pay If you re looking for a company with a competitive pay package, monthly bonus, paid holidays and much more, consider
Company: Guaranteed Transport Service
Location: Harrisonburg
Posted on: 11/17/2019


Class A CDL - Dedicated Tanker Truck Driver
Description: Tanker truck drivers earn up to 76,000 per year in this dedicated configuration. Drivers in this Tanker Dedicated CDL driver position get home multiple times per week with a predictable work schedule, (more...)
Company: Schneider National
Location: Harrisonburg
Posted on: 11/17/2019

CDL-A TRUCK DRIVERS - GREAT PAY AND HOMETIME!
Description: CDL-A Van and Flatbed Company Driver Jobs Pay and Home Time you can count on If you are looking to drive for a company where you receive excellent
Company: LST Services
Location: Harrisonburg
Posted on: 11/17/2019

CDL-A Truck Driver Home Weekly with HIGH MINIMUMS!
Description: Western Express has HIGH PAYING REGIONAL truck driving opportunities now available for Flatbed truck drivers. You will stay close to home and have a consistent
Company: Western Express
Location: Harrisonburg
Posted on: 11/17/2019

CDL-A Lease Purchase Truck Driver - *$2500 SIGN ON BONUS* Take Home $1200-$1700 or More a Week!
Description: CALL TO TALK TO A RECRUITER TODAY 888 893-5464 Have you ever dreamed of owning your truck and being your boss Come experience the many reasons why Western Express is the best place to realize those (more...)
Company: Western Express
Location: Harrisonburg
Posted on: 11/17/2019

Tbc Tire Tech
Description: Position Summary...As a Tire Battery Center Technician you will work to provide safe and efficient service in both the sales and service areas of the department and deliver to our members more of what (more...)
Company: Sam's Club
Location: Charlottesville
Posted on: 11/17/2019

CDL-A Dry Van Truck Driver *More Money, More Home Time!*
Description: Western Express has HIGH PAYING REGIONAL truck driving opportunities now available for Dry Van truck drivers. You will stay close to home and have a consistent route with
Company: Western Express
Location: Harrisonburg
Posted on: 11/17/2019

CDL-A OTR Driving Jobs - High Paying Loads
Description: - br br Commodore Group--is hiring company drivers for OTR positions. Make better money, get
Company: Commodore Group
Location: Harrisonburg
Posted on: 11/17/2019

Log In or Create An Account

Get the latest Virginia jobs by following @recnetVA on Twitter!

Richmond RSS job feeds