Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Remote Client Engagement Representative

Expired Job

Owens & Minor, Inc. Mechanicsville , VA 23116

Posted 2 weeks ago

Job Description:

POSITION SUMMARY

Functions remotely (outside of the downtown Richmond location) to provide customer service coverage within the field. 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.

Trained and proficient in all the A/R and Purchasing roles in the event of a business continuity risk to the Richmond CEC location. Has additional customer facing responsibilities including potential visits to on-site locations for key accounts.

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.
13. Produces and delivers general customer reporting and analytics
14. Collaborates with Distribution Center Operations to solve complex or high priority situations
15. Travels to customer sites as needed to meet directly with customers face-to-face.

Order Entry
16. Accurately enters any orders as needed or as directed by leaders in a timely manner.
17. Accurately records detailed information about the order as requested.

Returns / Credits
18. 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.
19. Processes credits, reships, and returns; obtains Certificate-of-Destruction for items not returned.
20. Sends Return Goods Authorizations (RGAs) and works with Distribution Centers (DC) on need for call tags.
21. Ensures all appropriate fees are accurately assessed in accordance with Owens & Minor's return policy.

SUPPLEMENTAL JOB FUNCTIONS:
1.Travels to the downtown Richmond CEC location several times per year to meet with their team and to provide subject matter expert training of teammates
2.In the event of a disaster or business continuity risk to the downtown Richmond CEC location, manages a set of critical cross-functional activities outside the scope of their normal day-to-day role; key cross functional activities this role must be trained and prepared to execute include:

a. Process customer expedite requests

b. Request and process IBT or vendor drop ships

c. Backorder reporting

d. Product substitution management

e. Manage special expedited requests (e.g., dialysis products)

f. PO Processing

g. Manually key orders

h. Verify and correct ordering UOM/product/part numbers

i. Review transportation options (call trans vendor)

j. Contact vendor with drop ship information

k. Identify and resolve AR issues affecting product flow (e.g. credit holds)

l. New and lost business management

m. Enter in reported shipping discrepancy

n. Schedule courier shipping

o. Heavy cross functional reporting and analytics

p. Create reship order

q. Order entry management within OMNI

r. Rebatch order if late

s. Works to refine and drive continuous improvement into the CEC business continuity plan
3.Performs additional duties as directed.

Qualifications

EDUCATION & EXPERIENCE REQUIRED:

  • High School diploma or GED required; college degree preferred

  • Seven or more years of Customer Service experience required; knowledge of Health Care industry a plus

  • Strong understanding of O&M systems, processes, and customers

  • 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; Salesforce.com 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

  • Must be able to work independently with minimal supervision and still perform at a high level

  • Ability to interact with the customer face to face

  • Established relationships with O&M customers a plus

ADDITIONAL REQUIREMENTS:

  • Ability to work various shifts

  • Enabled with all technical requirements to operate as a member of a Client Engagement Team (CET) from a remote location (e.g. telephony, soft phones, VPN, core system access)

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Kompass Representative In Mechanicsville VA

P.L. Marketing

Posted 3 months ago

VIEW JOBS 9/19/2018 12:00:00 AM 2018-12-18T00:00 POSITION SUMMARY: To complete section plan-o-gram work on a scheduled weekly basis in a grocery store environment. ESSENTIAL JOB FUNCTIONS: * Read and understand plan-o-grams * Collect plan-o-grams, new item tags and new item product and prepare work area in order to complete section reset * Break down sections in an orderly manner to allow customers to shop other sections in that aisle * Re-position shelving and place product according to updated schematic * Clean up work area * Complete forms and report section completion to Kroger and immediate supervisors * Can work independently with little supervision * Be professional and helpful when dealing with customers * Maintain good relationship with store management team and staff * Comply with the guidelines established for KOMPASS employees, especially those regarding timeliness, productivity, teamwork, communication and clocking in/out guidelines * Practice safe lifting * Must be able to perform essential job functions of this position with or without reasonable accommodations MINIMUM POSITION QUALIFICATIONS: * High school diploma or GED equivalent * Ability to read and understand plan-o-grams * Ability to read, write and communicate fluently in the English language MINIMUM PHYSICAL ABILITIES: Must be able to: * remain standing for several hours at a time * lift, push or pull 50 lbs. or more on a regular basis and occasionally up to 70 lbs. * continuously reach up and bend down, kneel, squat, reach in all directions and have unlimited upper and lower body * mobility * lift and extend 30 lbs. above the head, sometimes repeatedly * have unlimited manual dexterity * tolerate exposure to extreme temperatures (0-90 degrees) DESIRED PREVIOUS JOB EXPERIENCE: * Retail store experience COMPETENCIES/SKILLS: Some of the Competencies/Skills required to successfully perform this position are: * Adaptability – maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements or cultures * Building Strategic Working Relationships – developing and using collaborative relationships in Kroger Stores to facilitate the accomplishment of work goals * Building Trust – interacting with others in a way that gives Kroger employees confidence in one's intentions and those of the organization * Communication – clearly conveying information and ideas through a variety of media to individuals or groups in the English language * Customer Focus – making Kroger customers and their needs a primary focus of one's actions; developing and sustaining productive relationships with Kroger employees * Decision Making – identifying and understanding issues, problems and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences * Initiating Action – taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive; generating innovative solutions in work situations * Negotiation – effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties * Safety Awareness – identifying and correcting conditions that affect employee and customer safety; upholding safety standards * Self-Starter – working the majority of the time without direct supervision; prioritizing, organizing and completing workload accurately within allotted time period * Work Standards – setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed P.L. Marketing Mechanicsville VA

Remote Client Engagement Representative

Expired Job

Owens & Minor, Inc.