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Customer Care Representative II-Service

Req ID:  1186

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

**This position can be located in Brooklyn Park, Minnesota or Center Valley, Pennsylvania

 

The Customer Care Representative (CCR) Level II- Service will oversee the processing of customer Repair 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.  They represent Olympus in a professional and helpful manner by supporting telephone conversations with effective communication skills.  They continually maintain and expand personal understanding of order entry/inquiry/financial systems procedures and application.  They will operate within the policy and procedure guidelines.  

Job Duties

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

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

 

* Strictly adhere to all processes and regulations relating to Customer Complaints
 

* Function as the primary contact for Customer Service related issues relating to service repair.

 

* Successfully execute customer complaints, RMAs, Loaners, Advanced Replacements, etc.

 

* Communicate with other groups in the organization (Field Service,TAC, Customer Solutions, Marketing) when it comes to the execution, tracking and processing of said order.

 

* Maintain and place priority on ongoing “Continuous Improvement Plan”.
 

* Timely entry into ERP/CRM/Repair systems Repair orders which may require verification of payment terms, address accuracy, Model/Serial numbers, PO#.

 

* Process RMAs, Loaners, Advanced Replacement, obtaining and retaining all back up documentation and approvals.
    
* Respond to inquiries regarding the status of repair orders, product serviceability, and delivery and tracking information.


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

 

* 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 to interact with internal and external customers of all levels.
 

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

Job Requirements

REQUIRED QUALIFCATIONS:

 

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

 

* Minimum 2 years of experience in Customer Service required.

 

*  Available to work flexible hours.

 

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 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) || Pennsylvania (US-PA) || Center Valley || 


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

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