Customer Advisory Services Specialist

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 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 one year of service

• Employee stock purchase plan

• Tuition reimbursement

Expert in hospital supply chain and clinical logistics that delivers high quality assessments and advisory services to healthcare organizations within a geographic area.  This role drives efficiencies and savings for both customers and Owens & Minor through more effective interactions throughout the supply chain.  It utilizes this expertise to support the commercial strategic vision for identified strategic accounts, pursuit and existing, and to create an efficient distribution model, drive customer wins and retentions, and customer satisfaction as well as increased profitability and growth. 

Responsibilities:

• Collaborate with sales leadership and sales teammates to identify strategic customer targets that need hospital supply chain and clinical logistics expertise and support.
• Conducts comprehensive assessments as well as process audits/assessments and analysis of hospital supply chain and clinical logistics, identifying inefficiencies and recommending corrective actions/improvements/next steps.
• Deliver tailored advisory services, both paid and unpaid, to enhance customer & O&M outcomes, including savings and profitability goals.
• Collaborate with customers to implement best practices and innovative solutions in supply chain and clinical logistics.
• Understand customer needs and challenges, providing strategic insights and actionable recommendations.
• Serve as a trusted advisor, guiding customers through complex supply chain and clinical logistics transformation initiatives.
• Work with cross functional teams and leaders both within O&M and within the customer to streamline processes aligned with business objectives.
• Identify, prioritize, and coordinate projects and programs for all customer improvement initiatives within the geographic area.
• Develop and implement process improvement plans, including process mapping, process redesign, and process optimization, facilitating workshops and Kaizen events as needed
• Manage the project from start to finish to include leading communication, creating project/implementation plans, directing implementation efforts, developing savings trackers, and obtaining customer savings sign‐off (where applicable). 
• Communicate process changes to internal and external key stakeholders, ensure buy-in, and present progress updates
• Lead in a matrix leadership environment with the ability to influence SMEs and stakeholders
• Communicate, track, and monitor performance to goals.
• Track and report specific performance indicators to monitor the success of the engagement; identify issues and resolve obstacles to ensure success.
• Interface heavily with key stakeholders within the customer, including hospital executives.
• Maintain up-to-date knowledge of process improvement methodologies and best practices

Education and Experience:

• Bachelor’s Degree, preferably in related field (Engineering, Sciences, Continuous Improvement, Process Improvement, Project Management, Business, etc.)
• 5 or more years of process improvement, continuous improvement, and/or project management experience
• Experience in continuous improvement and/or Lean Six Sigma tools and technology – Lean leadership (daily management, visual management, gemba walks, leader standard work), standard work, Value Stream Mapping, Kaizen events
• Healthcare and distribution experience required
• Preferred Lean certification, Lean Six Sigma Black Belt certification, or willingness and ability to work towards attaining O&M’s internal problem solving certification within the first 12 months of the role and lean certification within the first 24 months.
• Experience in clinical consulting is beneficial

Knowledge, Skills and Abilities:

• Change Management, and ability to act as an influential change agent
• Microsoft Office expertise
• Great communicator, demonstrated ability in solid written, oral,  presentation-giving, and facilitation skills
• High ethical standards to support a professional business code of conduct
• Able to drive strategic thinking and continuous improvement in both operational and non-operational areas, including connecting cross-functional resources to remove waste along the extended value streams
• Strong interpersonal skills and the ability to connect with and positively influence leadership and all levels of the organization, both internally and with customers
• Manages time and resources effectively through strong organization, multi-tasking, and time management skills
• Strong analytical skills
• Ability to work independently and as a part of a team to seek resolution to problems

Additional Requirements:

• Ability to travel up to 80%  within the assigned geographic area with ability to flex outside of geographic area as business needs dictate

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.