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Client Services Analyst in Richmond, VA at Owens & Minor, Inc.

Date Posted: 3/5/2019

Job Snapshot

Job Description

POSITION SUMMARY

 

Develops, implements, and improves the operations of Owens & Minor expedited delivery programs at forward stocking locations.  Manages the implementation of standardized formats, trainings, and testing to existing Distribution Centers for multiple clients, resulting in expedited delivery of urgent care product to the point of care clients.  Provides support to the Owens & Minor Customer Service organization by performing analysis and project management tasks in support of expanding expedited delivery programs and initiatives throughout the Owens & Minor distribution network.



ESSENTIAL JOB FUNCTIONS:

1.       Participates in initiatives for standardization of Customer Service across the Owens & Minor network; leads small initiatives as required.

2.       Provides on-going support to the Customer Service/Control Tower organizations by creating, streamlining, and making more efficient processes for utilization at the Distribution Centers for expedited delivery of products.

3.       Analyzes data trends (driver routing, scheduling, order trends, billing accuracy, etc.), and develops process enhancements to make routing and point of care delivery as efficient as possible.

4.       Generates data and reports for the Customer Service Organization and project team members (daily close out, set movement, etc).

5.       Assists with second level escalation and root cause analysis of issues by gathering information relating to specific and/or wide-based customer service issues; leads small tasks as required to resolve those issues at individual Distribution Centers.

6.       Educates and trains Customer Service teammates in the use of various Owens & Minor databases, information technologies, and day to day processes and procedures for accelerated point of care delivery of product.  

7.       Develops working knowledge of various software programs in support of Customer Service; acts as subject matter expert (SME) for Customer Service technologies and systems.

8.       Acts as a member of network-wide special project teams (SWAT) to handle urgent on-site issues.

9.       Participates in multi-week trainings, testing, and site setup for accelerated product delivery.  Observes and helps lead end-to-end and User Acceptance Testing with the Distribution Center teams, Implementation Managers, and IT leads.

10.   Acts as a liaison between the customers and in-house Regulatory and Compliance Team to ensure enhanced communication and issue resolution.

11.   Schedules after hours coverage of customer requests for urgent deliveries, ensuring delivery of products in expedited fashion.

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 Forward Stocking Location (FSL) Operations Supervisors in dispatch and routing of Forward Stocking Location's Mobile Inventory Technicians as needed.



Qualifications

EDUCATION & EXPERIENCE REQUIRED:

1.      Bachelor's Degree or equivalent required.

2.      At least three years of Customer Service, logistics, project management, supply chain, or inventory process management experience required.

3.    Or any combination of education and experience to meet the above requirement.

4.    Six Sigma certification preferred.

KNOWLEDGE SKILLS & ABILITIES:

1.      Strong analytical and/or project management skills

2.      Excellent interpersonal skills

3.      Excellent written and verbal communication skills

4.      Strong problem resolution skills



ADDITIONAL REQUIREMENTS:

1.      Ability to travel up to 30%

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