This is a leadership seat for someone who can run a customer service team like a tight ship without turning it into a sweatshop. You’ll coach performance, manage escalations, and drive service improvements that keep customers taken care of and the team operating at a high level.
About Owens & Minor
Owens & Minor is a global healthcare solutions company providing essential products, services, and technology that support care delivery for hospitals, health systems, and research centers worldwide. With 140+ years in healthcare and a large global footprint, they help keep care moving behind the scenes. Their purpose is Life Takes Care™.
Schedule
- Full-time, remote (U.S.)
- Weekend and after-hours availability as needed
- Applications accepted on an ongoing basis
- Posted salary range: up to $83,000/year (varies by experience, skills, education, and location)
What You’ll Do
- Lead day-to-day customer service operations and coach a high-performing team
- Monitor performance against KPIs and SLAs, including backorder volume, invoice match rates, service case counts, overtime, first contact resolution, cycle time, escalation metrics, and customer satisfaction
- Run daily and weekly huddles to keep communication clear between leadership and the team
- Support hiring and onboarding, including recruitment and training new team members
- Lead customer service initiatives for new customer implementations
- Join sales and customer calls to improve business processes and service delivery
- Create and present weekly and monthly performance scorecards to customer service leadership
- Serve as an escalation point for customer issues and guide resolution
- Manage performance reviews and improvement plans, ensuring alignment to metrics and expectations
- Conduct quality assurance reviews and provide ongoing coaching and development
- Communicate directly with customers during system issues, outages, maintenance windows, or major events
- Build a culture of accountability, recognition, and customer-first service
What You Need
- Bachelor’s degree in business, management, communications, or related field (preferred)
- 2+ years in a supervisor or team lead role (preferred)
- 4+ years of customer service experience in a shared services environment or healthcare setting (preferred)
- Strong leadership, coaching, and interpersonal skills with a people-development mindset
- Strong written and verbal communication skills with the ability to influence and persuade
- Comfort juggling priorities through organization, delegation, and project management
- Calm escalation handling skills and the ability to diffuse tough situations
- Proactive problem-solving instincts with a continuous improvement mindset
- Knowledge of customer service best practices and process-focused operations
Benefits
- Medical, dental, and vision plans starting day one (for full-time teammates)
- Educational assistance for eligible teammates in approved accredited programs
- Employer-paid life insurance and disability coverage
- Voluntary supplemental programs (supplemental life, hospitalization, critical illness, and more)
- Adoption assistance, fertility benefits (in medical plan), and parental leave
- HSA and 401(k) programs plus additional voluntary benefits
- Paid leave (holidays, vacation, personal days, sick days, parental leave, and other leave types)
- Well-being support including Teammate Assistance Program (TAP), Calm Health, cancer resource services, and discount programs
This role is a strong move if you’re ready to lead with structure, coach with clarity, and keep service metrics high without losing the human side.
Happy Hunting,
~Two Chicks…