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Team Lead, Order Support

Req ID:  3289

Working Location: 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

Responsible for supporting various types of order processing for OAI customers sales representatives and other related departments. Work with manager to ensure proper level of customer service is being delivered and is done so in a timely manner per our departmental goals and objectives. Assist management in training and development as required and serve as a resource for inquiries and call or order escalations. Perform quality audit and first level coaching to assigned Order Support Representatives (OSRs).

Job Duties

* Oversee the daily activities of the team members by monitoring team order activity order accuracy and professionalism.

 

* Adjust react and address issues/problems as needed. Manage the inflow of communication (via email phone Skype etc.) from internal and external customers in order to manage workload for Order Support Specialists.

 

* This includes taking action on requests and ensuring customer requests received through electronic communication are being addressed in a timely manner (Including placing orders to assist in the workload).

 

* Respond to inquiries regarding the status of orders product availability and delivery and tracking information for both Olympus Customers and Olympus Affiliates.

 

* Listen to Sales Representative's customer's and/or Olympus affiliates complaints problems/concerns and identify the specific areas which are of greatest concern.

 

* Assist with solution and work escalation process as needed.

 

* Serve as first-level escalation for Order Support Rep issues by providing guidance and/or coordinating to find a solution with internal and external customers.

 

* Audit Order Support Rep work for quality provide coaching and feedback directly to employee and report issues to upline supervisors.

 

* Complete order entry for credits and debits including researching whether the credit / debit has already been completed and if the proper authorization was received.

 

* Serve as subject matter expert for all types of sales order processing.

 

* Deliver training (including work process aids) to Order Support Reps to support Order Support and Customer Solutions processes.

 

* Identify gaps in training needs and communicate gaps to Training team.

 

* Other duties as assigned.

Job Requirements

REQUIRED QUALIFICATIONS

* High school degree required. Associate's Degree preferred.

 

* Minimum of 5 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.

 

PREFERRED QUALIFICATIONS

* High degree of professionalism (Ability to interact professionally with internal and external customers of all levels. Excellent verbal/written communication skills).

 

* Demonstrated leadership skills.

 

* Ability to provide constructive feedback and coaching.

 

* 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.

 

* Maintains a positive attitude in the face of change; appropriately adjusts behavior and activities to changing conditions.

 

* 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.

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 || 


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