Apply now »

Customer Care Team Lead

Req ID:  6811


Workplace Flexibility: Hybrid

Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.


Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.

Our Purpose is to make people’s lives healthier, safer, and more fulfilling.


Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View


We deliver on our purpose and our core values by staying True to Life.

Job Description

Responsible for all facets of Customer Service including but not limited to orders, order status, pricing, service requests for both Sales and Service supporting OAI customers, sales representatives, field service engineers and other related departments. Work with manager to ensure proper level of service is being delivered and is done so in a timely manner per our departmental goals and objectives.  Support management in training and development as required and serve as a resource supporting inquiries and call escalation.  Perform call monitoring, audits and first level coaching to assigned Customer Care Rep (CCR’s).  

Job Duties

  • Oversee the daily activities of the team members by monitoring team phone activity, call accuracy and professionalism. Adjust, react, address issues/problems and assign customer requests to teams as needed.
  • Monitor Customer Care Rep call queues to ensure Customer Care Team is meeting established service levels. Adjust to, react to, and address issues and problems and reallocate resources as needed.Take calls in queue as needed.  Provide an exceptional level of customer service by ensuring that "inbound" calls are answered quickly and efficiently to achieve the most optimal level of satisfaction for our customers.
  • Manage the inflow of communication (via email, phone, Skype, etc.) from internal and external customers, in order to manage workload for Customer Care Reps. This includes taking action on requests, and assigning requests to Customer Care Reps.
  • Serve as first-level escalation for Customer Care Rep issues, by providing guidance and/or coordinating to find a solution with internal and external customers.
  • Ensure Customer Care Reps are providing a high level of service and professionalism to customers, and that Customer Care Reps are operating within policies and procedures. Provide feedback and coaching directly to Customer Care Reps as needed, and document coaching and provide to upline Manager.
  • Audit Customer Care Rep work for quality, provide coaching and feedback directly to employee, and report issues to upline supervisors.
  • Collaborate with managers to brainstorm and set continuous improvement / quality goals for Customer Care teams.
  • Deliver training (including work process aids) to Customer Care Reps to support Customer Care and Customer Solutions processes.
  • Identify gaps in training needs and communicate gaps to Training team.
  • Support up-selling initiative.
  • Other duties as assigned.

Job Qualifications


  • High school degree required. Associate degree preferred.
  • Five (5) plus years of Customer Service and/or Sales Support experience is required.
  • Other Considerations (travel/hours availability, etc.):  Ability to change shifts or work overtime as needed.



  • Expert skills related to ERP and CRM.
  • High degree of professionalism (Ability to interact professionally with internal and external customers of all levels. Excellent verbal/written communication skills).
  • Ability to provide constructive feedback and coaching.
  • Prioritize and Organize Work by allocating time and resources 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.
  • Championing Customer needs by calling attention to issues that impact customer satisfaction; views thing from the perspective of customers; encourages people to think about customers when making decisions.
  • Communicating Effectively by expressing ideas and information in a clear and concise manner; tailor message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener.
  • Solving Complex Problems: Breaks down large problems into smaller, more manageable components; identifies key factors that influence the viability of different solutions; clarifies information needed to solve problems.

Why join Olympus?

Here, people matter—our health, our happiness, and our lives.

  • Competitive salaries, annual bonus and 401(k)* with company match
  • Comprehensive Medical, Dental, Visions coverage effective on start date
  • 24/7 Employee Assistance Program
  • Free virtual live and on-demand wellness classes
  • Work-life balance supportive culture with hybrid and remote roles
  • 12 Paid Holidays
  • Educational Assistance
  • Parental Leave and Adoption Assistance
  • Volunteering and charitable donation match programs
  • Diversity & Inclusion Programs including Colleague Affinity Networks
  • On-Site Child Daycare, Café, Fitness Center**

*US Only

**Limited locations


We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at


About us:

Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.

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


Olympus is dedicated to building a diverse, inclusive and authentic workplace

We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.


Let’s realize your potential, together.

Olympus requires all US 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.


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: Manager, CRM, ERP, Field Service, Customer Service, Management, Technology, Manufacturing

Apply now »