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Customer Care Representative II

Req ID:  4108

Working Location: MINNESOTA, BROOKLYN PARK; PENNSYLVANIA, CENTER VALLEY 

 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

The Customer Care Representative (CCR) Level II will oversee the processing and fulfilment of customer orders and respond promptly to customer requirements inquiries and requests. To provide an exceptional level of customer service by answering inbound calls quickly and efficiently to achieve the most optimal level of satisfaction to our customers. To represent Olympus in a professional and helpful manner by supporting telephone conversations with effective communication skills. To continually maintain and expand personal understanding of order entry/inquiry/financial systems procedures and application. To operate within the policy and procedure guidelines. Sales/Order Entry/Quotes/Quote Revisions Primary Responsibilities: Inbound Customer Call activity and electronic order processing. System Management Knowledge Policy and Procedure

Job Duties

* Organization and Record Keeping to maintain and place priority on ongoing Continuous Improvement Plan.

 

* Function as the primary contact for Customer Service related issues for the Customer.

 

* Successfully execute customer phone orders.

 

* Communicate with other groups in the organization (Inventory Control FIS Marketing) when it comes to the execution tracking and processing of said order.

 

* Timely entry into ERP/CRM systems standard orders which may require verification of payment terms, pricing, address, accuracy, item numbers, PO ship date requests, freight terms contracts and commission codes.

 

* Process Orders RMAs credits for customer accounts obtaining and retaining all back up documentation and approvals.

 

* Effectively manage the inflow of telephone contact to maintain optimal service of customers needs and request.

 

* Timely answer of telephone calls and effectively assist customers with their individual ordering quoting or informational requirements.

 

* Offer continued support and timely follow up.

 

* Daily review of open order reports as well as other open issues for customer accounts addressing any issues as required including backorders request dates and credit hold.

 

* Respond to inquiries regarding the status of orders product availability and delivery and tracking information.

 

* Primary point of contact for communication with customers inventory/purchasing marketing technical services group corporate credit and warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders.

 

* Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution.

 

* Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.

 

* Ability to problem solve and make decisions and abolition to interact with internal and external customers of all levels.

 

* Perform other related duties and/or work as assigned.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* High School Diploma or equivalent required; Associates Degree preferred.

 

* Minimum of two years experience in Customer Service required.

 

*  Available to work flexible hours.

 

* Judgment Required: This position requires the ability to handle numerous responsibilities at one time. This position demands a professional and knowledgeable demeanor. The CCR must solve problems in a calm logical fashion and treat each Customer with respect. The CCR has the authority to enforce company policies regarding pricing shipments return goods price adjustment etc. to decide whether or not a product is eligible for return to issue credits to a customer's account for return goods to determine the most economical or most expedient method for shipment in order to meet requested dates.

 

* Independent Action: The CCR is often presented with challenges which require effective decision making ability. These changing situations frequently demand and immediate response which must support all company policies. Because the position works primarily independently the Representatives are empowered with authority to make timely decisions within established guidelines. Each Representative is responsible for promoting a positive attitude to the internal and external customers. A perceived negative response to a customer's request could be detrimental to the company's future sales.

 

PREFERRED QUALIFICATIONS:

 

*  Demonstrates strong organizational skills.

 

* Strong propensity to multi-task.

 

* Extremely detail oriented.

 

* Motivated results oriented and persistent.

 

* Proactive/takes initiative.

 

* Maintains a positive attitude and works well within a team environment.

 

* Handles stressful situations in a fast paced environment.

 

* Effectively prioritizes workload/time management.

 

* Excellent verbal and written communication/customer service skills

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you. 

 

Olympus requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

 

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

 

Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,500 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.
 

Olympus…True to You. True to Society. True to LIFE.

 

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 || 


Nearest Major Market: Minneapolis

Job Segment: Customer Service Representative, Warehouse, ERP, CRM, Customer Service, Manufacturing, Technology

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