**Job Title:** Contact Center Officer - Remote Work
**Company:** Owens & Minor
**Location:** Charlotte, North Carolina, US
**Job Type:** Full-time
**Seniority Level:** Associate
**Years of Experience:** 4
**About Owens & Minor**
Owens & Minor is a global healthcare logistics company that has been a key player in the supply chain support for healthcare providers. We pride ourselves on fostering a diverse and inclusive work environment that celebrates curiosity and innovation. We believe that every member of our team plays a vital role in improving patient care and supporting our partners in the healthcare industry.
**Job Summary**
The Contact Center Officer will provide exceptional customer service through various communication channels, assisting customers with inquiries related to products, services, and order processing. The ideal candidate will be independent, motivated, and possess a strong sense of emotional intelligence to effectively address customer needs and enhance their overall experience.
**Key Responsibilities**
- Serve as the primary point of contact for customers via phone, email, and chat, addressing inquiries regarding products, orders, and services with accuracy and professionalism.
- Process orders efficiently, ensure timely follow-up on outstanding inquiries, and provide detailed updates to customers regarding their orders.
- Collaborate with cross-functional teams, including logistics and sales, to resolve complex customer issues, escalating when necessary to ensure customer satisfaction.
- Maintain comprehensive knowledge of Owens & Minor products and services, staying up-to-date with changes, new releases, and any relevant industry trends.
- Utilize various software tools and CRM systems to track interactions, analyze customer data, and identify opportunities for process improvements.
- Deliver presentations or training sessions to internal staff on customer service updates, product knowledge, and best practices when required.
- Cultivate a positive team environment by sharing insights, feedback, and suggestions that contribute to the overall improvement of service delivery.
- Demonstrate empathy and keen emotional intelligence while interacting with customers to effectively address concerns and build rapport.
- Regularly document customer interactions, feedback, and suggestions to aid in continuous service improvement and ensure that customer insights are incorporated into operational processes.
- Actively seek out opportunities for self-improvement and participate in training sessions to enhance personal skills in customer service and product knowledge.
**Requirements**
**Education and Experience:**
- Bachelor's degree in Business, Communication, or a related field preferred.
- Minimum of 4 years of experience in a contact center or customer service environment, preferably in the healthcare or logistics sector.
**Skills and Competencies:**
- Proficient in using CRM platforms, Microsoft Office Suite, and other communication tools.
- Strong presentation skills, capable of effectively sharing information in both written and verbal formats.
- Demonstrated emotional intelligence, with the ability to connect with customers and navigate difficult conversations.
- Excellent problem-solving skills, with a strong focus on customer satisfaction.
- Ability to work independently with minimal supervision while maintaining motivation and productivity in a remote setting.
**Personality Traits:**
- Independent, self-starter capable of managing time efficiently.
- Motivated and results-oriented with a strong desire to excel in a customer-centric role.
- Adaptable, curious, and willing to ask questions to foster personal and organizational growth.
**Benefits:**
- Competitive salary and profit-sharing opportunities.
- Comprehensive medical coverage.
- Parental leave to support work-life balance and families.
- A collaborative work environment that encourages curiosity and innovation.
**Application Deadline:** September 27, 2024
**Equal Opportunity Statement**
Owens & Minor is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.
**Join Our Team!**
If you are a motivated professional with a passion for customer service and a strong desire to make a difference in the healthcare industry, we invite you to apply for the Contact Center Officer position at Owens & Minor. Let's work together to enhance the healthcare experience for our customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
