Customer Care Team Lead

Req ID: 10522

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

The Customer Care Team Lead is 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 reps (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.
Independent Judgment and Decision-Making: This position 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 Leads are empowered with authority to make timely decisions within established guidelines. They must act quickly to allocate resources to ensure that calls orders requests etc. are handling quickly and efficiently. Each Lead is responsible for promoting a positive attitude to the internal and external customers and to his or her team. A perceived negative response to a customer's request could be detrimental to the company's future sales.

Job Qualifications

Required:

High school degree required. Associates Degree preferred.
Five (5) plus years of Customer Service and/or Sales Support experience is required.
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.
Ability to change shifts or work overtime as needed.

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 $26.43 - $35.14 / hour, 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: Manager, CRM, Field Service, Sales Support, Customer Service, Management, Technology, Manufacturing, Sales

Apply now »