Owens & Minor Customer Service Analyst in Mechanicsville, Virginia
Provides support to the Customer Service organization by performing analytical project work as needed.
ESSENTIAL JOB FUNCTIONS:
1.Participates in initiatives for standardization of Customer Service across the network; leads small initiatives as required.
2.Performs tasks and provides on-going support to the Customer Service organization.
3.Analyzes data trends and develops process enhancements as a result.
4.Maintains various electronic files.Generates data and reports for the Customer Service Organization and project team members.
5.Communicates status of projects to Customer Service Organization and project team members.
6.Assists with various tasks such as gathering information relating to specific and/or wide-based customer service issues; leads small tasks as required.
7.Develops appropriate back-up procedures of key databases that contain critical programs or project information.
8.Educates and trains Customer Services teammates in the use of various technologies.
9.Develops working knowledge in various software programs in support of Customer Service; acts as subject matter expert (SME) for Customer Service technologies and telephony systems.
10.Acts as a member of network-wide special project teams (SWAT) to handle urgent on-site issues.
SUPPLEMENTAL JOB FUNCTIONS:
1.Performs additional duties as directed.
2.Handles second level issue resolution (escalation) as required.
3.Participates in After Hours/On Call process as required.
4.Participates/Assists FSL Operations Supervisors in dispatch and routing of Forward Stocking Location�s Mobile Inventory Technicians as needed.
EDUCATION & EXPERIENCE REQUIRED:
1.High School diploma required; Bachelor's Degree preferred
2.At least one year of Customer Service project-related work
3.Or combination of experience and education combined to meet requirements
KNOWLEDGE SKILLS & ABILITIES:
1.Strong analytical and/or project management skills
2.Demonstrated ability to analyze and conclude
3.Excellent interpersonal skills
4.Excellent written and verbal communication skills
5.Strong problem resolution skills
1.Ability to travel up to 25%