Account Management Specialist in Mechanicsville, VA at Owens & Minor, Inc.

Date Posted: 12/2/2019

Job Snapshot

Job Description



This customer-facing role is the on-site point-of-contact for complex, sophisticated healthcare systems.  Collaborates, engages and provides value added solutions and customer management autonomously.  Leads communications across a variety of Owens & Minor departments to facilitate the strategic relationship with the healthcare system.   Accountable for analytics & reporting (including flow charts, diagrams and gap analysis) as well as providing customer specific recommendations for pricing and utilization.  Provides on-site asset management services and resolves local emergency issues. Ensures that the customer's processes are coordinated with O&M processes.  In addition, this role acts as a liaison with the Client Engagement Center (CEC) to triage customer issues. 


1.       Develops and maintains strong operational processes and performance with the customer. This includes, but is not limited to, working with the customer and O&M teams, and sometimes manufacturers, on fill rates, service levels, Acct#/Ship-to/Stop# maintenance, backorder management with, forecast management, expedites, LUM Optimization (when applicable).

2.       Performs duties, on-site with the customer, to react in a timely manner for information and requests including but not limited to: preparing reports, flow charts and analytics that identify product or service usage levels, processing and/or coverage gaps in an effort to increase customer satisfaction.

3.       Works to manage and ensure contract compliance to all terms and conditions.

4.       Works with customers on ensuring customer and O&M systems align, especially regarding product SKUs, loaded prices, and contracts. This includes product conversion projects.

5.       Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer. May work with Owens & Minor commercial leadership to conduct business reviews for the assigned IDN and may provide analytics that will support the business review discussion.

6.       Provides sales and process information to support and fulfill strategic goals.

7.       Monitors overall client satisfaction. Serves as a point-of-escalation in the resolution of complex customer issues.

8.       Utilizes SalesForce to maintain a customer portfolio that can be used by others and will also support trend reporting.

9.       Checks inventory to determine hospital usage. Works with customers to prevent critical product outages.

10.   Coordinates with customers to determine product needs in the event of backordered product -requesting expedites when necessary.

11.   Tracks and monitors a baseline on savings and process improvements as the customer relationship develops.

12.   Supplies required reports to Customers by agreed upon due dates.

13.   Partners with internal teams to resolve customer service questions and delegates service actions to the service team.

14.   Acts as liaison between the Hospital and division Department Heads to ensure smooth conversions; and liaison between Customer Account Managers to ensure accuracy of materials and supplies.

15.   Identifies opportunities to offer Owens & Minor products and services; coordinates with Sales on offerings.

16.   Manages daily relationship with the Customer's Materials Manager or related counterpart to ensure high customer satisfaction and distribution loyalty.


1.       Performs additional duties as directed.

2.       May provide back up support to the CEC for some functions (may not be related to order placement).

3.       Limited travel may be required.


  • Bachelor's Degree or equivalent work experience required
  • Two (2) or more years of related experience (finance, sales, marketing, math, business, supply chain, hospital distribution)
  • Or any equivalent combination of education and experience to meet the above requirements


  • Bachelor's Degree
  • Knowledge of computers as required for communication and reports such as e-mail, internet, Microsoft Office (PowerPoint, Word, Excel)
  • Strong ability to use multiple systems and various report software to combine and synthesize information
  • Strong verbal and written communication skills
  • Strong influencing skills
  • Ability to work independently
  • Able to facilitate problem solving

        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.

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