Customer Service Manager

About the job Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™. Global Reach with a Local Touch - 140+ years serving healthcare - Over 14,000 teammates worldwide - Serving healthcare partners in 80 countries - Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland - 40+ distribution centers - Portfolio of 300 propriety and branded product offerings - 1,000 branded medical product suppliers - 4,000 healthcare partners served Job Description Job Position Summary Reporting into the Supply Chain Director, the Customer Service Manager of International Markets is the leader of Customer Service operations for direct delivery to International Market customers as well as for delivery from Distribution Center to Indian customers. The customer Service Manager of International Markets owns the full “Order-To-Delivery” process (OTD). He/She is accountable for the performance of the Customer Service operations: service level to customers, team-mates engagement and collaboration with other teams. The Customer Service Manager drives improvements throughout Customer Service including information flows to customers. Essential Job Functions Master data management - Have the master data managed in the ERP Customer Order management - Get Customer Service to own the full “Order-To-Delivery” (OTD) process from order entry to delivery and invoicing including update on dates and answer to customer enquiries. - Get Customer Service Representative to act as Single Point of Contact (SPOC) offering holistic customer service: date update, price inquiries, substitute inquiries, return requests, claims etc. - Get Customer Service Representative to develop an excellent relationship with customers - Get Customer Service Representative to deliver pro-active customer care including communication, update on availability date, solutions on deviation compared to customer expectations. - Have the appropriate handling of various documents such as export documentation, packing lists and other specific documents. - Manage the relationship with internal customers / suppliers (e.g. US Customer Service). Performance management - Monitor the performance of the Customer Service operations including the on-time delivery, back orders, the response time and % of customer complaints. - Report weekly and/or monthly, quantitatively and qualitatively, on selected metrics and Ky Performance Indicators including the expected billing withing the month. - Identify the deviation of performances and trigger their improvement. The deviation is relative to targets on metrics as well as expected efficiency. Improvements and projects management - For underperforming process or metric, identify the root-cause and propose corrective action autonomously and promptly. - Identify and implement improvements on processes and systems in collaboration with functional peers from various teams as well as with suppliers (e.g. by benchmarking with peer organizations). - Lead or contribute to projects based on the corporate context. - Develop and maintain the customer service policies and procedures in accordance with business objectives and SOX requirements Team management - Create a clear vision for the Customer Service group to become a ‘world class’ service organization - Supervise the teammates who perform Customer Service activities. - Coordinate the daily activities of Customer Service teammates. - Provide guidance to Customer Service teammates on resolution of complex issues / queries - Regularly review the assignment of the Customer Service teammates. - Encourage Customer Service teammates to apply the continuous improvement approach in their operations (e.g. prevent recurrent issues, free up time) - Coach each Customer Services teammate to develop their expertise, autonomy, and performance Supplemental Job Functions (Optional) Key relationships - Customers (hospitals and distributors) - North America Customer Service and Supply Planning team - Production Sites located in Europe, Americas and Asia - Planning team in International Markets - Sales and Marketing teams in International Markets - Logistics team of International Markets and International Logistics - Finance teams in International Markets (e.g. credit control) - Pricing and tendering teams in International Markets - 3PL’s in India Qualifications: Education and Experience: - You hold a Master’s degree in Business, Finance, Mathematics, Logistics or Supply Chain, or equivalent experience in similar function. - You have at least 10 years experience in supply chain or customer service. - Experience in an international environment made of stakeholders from various countries. - Experience in supervisor or manager role is a plus. - Fluent in English with professional phone and written communications Knowledge Skills & Abilities (Optional) Key Competencies & Personal Attributes - Positive attitude with an entrepreneurial spirit and strong sense of ownership - Proactive, self‑motivated, and committed to continuous improvement - “What else can I do” mentality with willingness to go the extra mile - Able to work autonomously and deliver accurate, complete, and timely results - Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment - Structured yet flexible approach to work, maintaining attention to detail under pressure - Process‑ and systems‑oriented, with the ability to identify and implement operational improvements - Comfortable managing operations across EMEA and APAC time zones Analytical & Execution Skills - Strong analytical and problem‑solving capabilities - Ability to understand business needs and translate them into actionable outcomes Collaboration, Leadership & Interpersonal Skills - Strong interpersonal skills with the ability to build relationships across diverse profiles - Empathetic and culturally aware when working with colleagues and customers - Effective cross‑functional collaborator and supportive team player - Able to lead a team and coach individual team members to support their development Owens & Minor’s - The person in this role understands that he/she will operate in an ISO9001 controlled environment and is willing to implement and understand the basic principles of such ISO quality standard. - Must actively demonstrate Owens & Minor’s IDEAL values: Integrity, Development, Excellence, Accountability & Listening If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis. Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.