Customer Service Team Manager, Branch Operations

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care.

Customers and their patients are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include :

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company

ABOUT THE COMPANY

$66,560 - $90,286 / Annual

JOB SUMMARY

Team Managers will supervise full-time / part-time employees who are in contact with our patients and customers in person and via email, phone, live chat and other methods.

Most importantly, this position provides guidance and leadership for staff to ensure employees are achieving customer happiness through effective communication, problem solving, and efficient processes.

Key responsibilities for creating a positive, employee-centric environment include :

• Creating an inspiring team atmosphere with an open communication culture.
• Setting clear team goals.
• Motivating team members to perform their best.
• Listening to team members’ feedback and resolving any issues or conflicts.
• Recognizing high performance and reward accomplishments.
• Encouraging creativity.
• Suggesting and organizing team-building activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Delegate tasks and set deadlines.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics.
• Perform quality checks on individual work performance, identify training needs, and provide coaching.
• Ensures team members complete order processing using current tools, processes and technology.
• Oversees engagement of patients and referral sources in order status, ensuring timely follow-up as needed.
• Responsible for front desk reception area and the supervision of Branch Coordinators.
• May assist in implementing new policies and programs.
• May assist Sales when necessary to maintain contact with major accounts and key referral sources within branch territory.
• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• This position supervises all direct reports of the department and is responsible for the performance management, hiring, and discipline of direct reports within the department.
• Provides direction and guidance in work assignments.
• Provides timely coaching and feedback to staff.
• Ensures work assignments are completed accurately, efficiently and timely.

MINIMUM REQUIRED QUALIFICATIONS

Education and / or Experience

• Proven work experience as a team leader or supervisor.
• In-depth knowledge of performance metrics.
• Good PC skills, especially MS Excel.
• Degree in management or training in team leading is a plus.

SKILLS, KNOWLEDGE AND ABILITIES

• Patient-Focused : You start with the patient and work backwards. You invest the time and energy to understand the patients’ objectives, then tie all your activities directly to the achievement of those objectives.
• Action-Oriented : You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
• Collaborative : You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
• An Effective Communicator : You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging.

You speak plainly and are transparent with your business colleagues.

• Energetic & Passionate : Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
• Relationship Builder : You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.

Certificates, Licenses, Registrations or Professional Designations

N / A

Computer Skills

Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word

Language Skills

English (reading, writing, verbal)

Mathematical Skills

Intermediate level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

PHYSICAL DEMANDS

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus.

It also may require occasional lifting, carrying, walking, climbing, kneeling, bending / stooping, twisting, pulling / pushing, walking, bending, stooping, and reaching above the shoulder.

This position also may require the occasional lifting of equipment up to 50 lbs.

OTHER INFORMATION