Associate Manager, Order Support

Req ID: 10771

Working Location: Minnesota, Brooklyn Park

Workplace Flexibility: Hybrid

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. 

Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

Our five Core Values empower us to achieve Our Purpose:

Patient Focus, Integrity, Innovation, Impact and Empathy.

Learn more about Life at Olympus: https://www.olympusamerica.com/careers.

Job Description

This position is responsible for managing a team of Order Support Representatives and Team Leads who support various types of order processing for Olympus customers sales representatives and other related departments.

Job Duties

Manage a team of Order Support Reps and Team Leads.
Track analyse and report on daily KPIs (orders processed pending new etc.) for individuals and for the entire team. Identify performance issues and address as needed.
Monitor quantity of requests from internal and external customers in multiple inboxes and direct Order Support Reps (OSR) from multiple Olympus locations to each inbox as required.
Ensure that team successfully completes all training as it relates to ERP/CRM and other systems.
Monitor and document performance of OSRs (includes daily KPIs data accuracy call quality email quality etc.). Highlight strengths and address issues as appropriate. Work with employees on professional development.
Serve as escalation for Order Support Team Leads by providing guidance and/or coordinating to find a solution with internal and external customers. Establish processes and solutions that fit within company policies procedures and guidelines.
Assist with the development and training of Customer and Sales Support training programs and continuous improvement for both new hires and on-going process changes. Additionally assist with the development updating and training as it pertains to corporate policies; J-Sox QSP's etc.
Other duties as assigned

Job Qualifications

Required:

Associate's degree (or equivalent Customer Service Knowledge) or Military Experience and a minimum of five years of experience in a Customer Service Sales Support or supervisory position in a Customer Service Sales Support or Sales Operations environment is required.
Strong organizational/time management skills.
Strong interpersonal skills.
Excellent detail/problem solving skills.
Ability to handle multiple tasks.
Excellent verbal/written communication skills detail oriented and ability to prioritize.
Prioritizing and Organizing Work:
- Allocates time and attention based on what is the most important to achieve key goals and objectives; approaches work in an organized and systematic manner; effectively manages tasks information and requests redirects resources and activities to overcome setbacks and shortfalls.
Championing Customer Needs:
- Calls attention to issues that impact customer satisfaction; views thing from the perspective of customers; acting within corporate polices to promote a positive and timely customer experience.
- Consistently reviews electronic processes several times a day to ensure that system and processes or tools are functioning as expected.
- Will escalate and work with ITS as needed to resolve operating malfunctions to ensure customer satisfaction and that our organizational goals are met.
Using Computers and Technology:
- Adept at understanding vendor/customer processes and systems (EDI WAWF Lease) and other forms of technology related to their job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology.
Occasional overnight travel may be required; ability to independently travel as needed for training or meetings.
Must be flexible to work all shifts which may include evenings weekends and holidays.

Why join Olympus?

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

Equitable Offerings you can count on:

Competitive salaries, annual bonus and 401(k)* with company match
Comprehensive medical, dental, vision coverage effective on start date
24/7 Employee Assistance Program
Free live and on-demand Wellbeing Programs
Generous Paid Vacation and Sick Time
Paid Parental Leave and Adoption Assistance*
12 Paid Holidays
On-Site Child Daycare, Café, Fitness Center**

Connected Culture you can embrace:

Work-life integrated culture that supports an employee centric mindset
Offers onsite, hybrid and field work environments
Paid volunteering and charitable donation/match programs
Employee Resource Groups
Dedicated Training Resources and Learning & Development Programs
Paid Educational Assistance

*US Only

**Center Valley, PA and Westborough, MA

Are you ready to be a part of our team?

Learn more about our benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks.

The anticipated base pay range for this full-time position in this location is $72,053.00 - $97,272.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements).

Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications.

At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

You Belong at Olympus

We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.

Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Let’s realize your potential, together.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Minnesota (US-MN) || Brooklyn Park || Customer Service

Nearest Major Market: Minneapolis
Job Segment: Sales Support, Sales Operations, Assistant Manager, CRM, ERP, Sales, Management, Technology

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