Customer Service Representative DACH

Owens & Minor, Inc. (NYSE: OMI) is a leading global healthcare services company dedicated to Connecting the World of Medical Products to the Point of Care by providing vital supply chain services to healthcare providers and manufacturers of healthcare products. We are a global healthcare services company delivering exceptional value to our customers. After acquiring European-based Movianto in 2012, ArcRoyal in 2014 and Halyard S&IP business in 2018, Owens & Minor developed a presence in markets where three quarters of global healthcare spending occurs. Now the largest, global, healthcare-dedicated logistics company, Owens & Minor has logistics platforms strategically located across the United States and Europe. Owens & Minor's customers span the healthcare market from independent hospitals to large integrated healthcare networks, as well as group purchasing organizations, healthcare products manufacturers, and the federal government. Manufacturers with global ambitions now have a like-minded ally, Owens & Minor International provides logistics services across the spectrum of pharmaceuticals and medical products, from disposable medical supplies to devices and implants. A FORTUNE 500 company, Owens & Minor has been headquartered in Richmond, Virginia, since 1882, and has annualized revenues exceeding $10 billion. The company places a high priority on its mission, vision and values, which focus on the well-being of customers, supply chain partners, teammates and shareholders. The company has developed a culture of recognition, reinforcement, and reward for its teammates, who are vital to its success. Owens & Minor believes that high integrity is the guiding principle of doing business. Owens & Minor common shares are traded on the New York Stock Exchange under the symbol OMI. For more information about Owens & Minor, visit the company website at

POSITION SUMMARY

The Customer Service Representative will be responsible for the Customer Service activities within the DACH area. Together with his/her team, they will act as a Single Point of Contact approach, manage the full Order-To-Delivery (OTD) cycle and offer our customers better service, faster. As a company and the individual incumbent, we want to ensure differentiation by delivering remarkable service by proactively communicating and offering added value solutions.

1. JOB POSITION SCOPE

To further strengthen the Owens & Minor Global Products SBU Customer Service team for EMEA and delight our customers we are looking for a Representative Customer Service DACH based out of the Brussels headquarters (Diegem).

You will join a leading company with a strong brand in the healthcare sector and a wide product portfolio of Medical Supplies with international presence. As an American company, Owens & Minor nurtures an agile and flexible entrepreneurial approach with ample opportunity for initiative.

As a Customer Service Representative DACH you will manage all interactions with the Halyard (Products division) customers to serve and supply them with medical supplies. This role reports to the EMEA Customer Service Manager and you will work with a team of 2 other customer service representatives.

2. JOB FUNCTIONS

• Ownership of the full “Order-To-Delivery” (OTD) process for the specific market. You are expected to develop an excellent relationship with customers and distributors as you will be the key contact for all their inquiries, return requests, claims etc. You will handle various documents such as export documentation, packing lists and other specific documents.
• Deliver pro-active customer care to your portfolio of clients through pro-active communication.
• Act as Single Point of Contact (SPOC) offering holistic customer service (price inquiries, substitute inquiries etc.)
• You support your team members and strive to achieve business KPI’s. You are a mentor to your team and ensure their development, onboarding and training is appropriate to perform their daily job in the OTC process.
• You take up the responsibility to interact with the different internal departments such as Supply Chain, Pricing & Tender team, Credit Control team and the different country commercial organizations to gather information to respond to customer enquiries.
• You are in contact with the end customers but also distributors and 3rd party logistics suppliers.
• You are the central point of contact with the sales management of your specific market and have regular update meetings to review activity, solve issues for the customers in your market.
• You are the primary contact and key player for any project work (integration, new product introductions, new processes or new technologies ,…..) in your market.
• You have regular assessment and coaching sessions with your direct reports.

3. KEY RELATIONSHIPS/ CUSTOMER EXPECTATIONS

• Interact with our customers and our distributors Work effectively with customer service to eliminate complaints (First time right)
• Daily Interaction with Pricing and Tendering for customer quotations and pricing issues
• Daily interaction with Credit Control to resolve any issues blocking payment
• Daily interaction with the logistics and planning team in case of back orders and stock issues
• Daily interaction with 3PL’s (warehouse, carriers) on timing of deliveries.
• Regular interaction with the sales manager
• Daily interaction with your direct report

4. EDUCATION & EXPERIENCE REQUIRED:

• Education: preferably a Master Degree level within the field of Economics or Logistics
• Demonstrated relevant experience of 5 to 10 years as an International Customer Service Representative and/or Supply Chain, beyond call center and/or retail experience

5. KNOWLEDGE SKILLS & ABILITIES:

Languages

• Good English skills, as the business language is English
• A candidate is expected to be a native speaker in the market (s)he services and fluent in minimum one other language: Dutch and/or French; German is an absolute must.

Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse, and Transportation personnel as well as external customer contacts.

Working knowledge of SAP, MS Office Skills . Knowledge of CRM (preferably SFDC) is a plus

Excellent skills in Excel, Word, PowerPoint, and Outlook are required

Possess a positive attitude and an entrepreneurial spirit ; accountability and “getting things done” are qualities we search for in a candidate. You understand business needs and priorities and acts accordingly, result oriented, stress resistant

Drive, energy and enthusiasm for delivering to commitments and quality.

Problem solving hands-on mindset in a fast-moving environment and able to work with little supervision.

Customer focus & business savvy

Take initiative for customer improvement opportunities.

6. KEY COMPETENCIES:

1. Well-organized, a self-starter able to prioritize and manage multiple activities at any time
2. High level of autonomy, you pay attention to details, and you meet the set deadlines and deliver correct and complete information
3. Continuous improvement mindset
4. Good analytical and problem-solving skills
5. Self-motivated, accountable & proactive
6. Ability to work cross functionally
7. You are a team player and eager to learn!
8. Must actively demonstrate Owens & Minor’s core values:

Owens & Minor is an equal opportunities employer