Customer Solutions Coordinator - OCI

Working Location: ONTARIO, RICHMOND HILL

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.

• Please note: All correspondence will be sent from our Olympus domain (@Olympus.com). If you receive correspondence from an entity other than @Olympus.com, it is likely not legitimate.
  
  

Job Description

The Customer and Sales Support Representative (CSSR) Level III will support a select group of the sales and field service teams oversee the processing and fulfilment of customer orders and respond promptly to customer and sales team requirements inquiries and requests. They will 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 representing Olympus in a professional and helpful manner with effective communication skills. To continually maintain and expand understanding of order entry inquiry financial systems procedures and application and operate within the policy and procedure guidelines. Primary Responsibilities include Sales Service Order Entry Quotes Quote Revisions Inbound Call Activity System Management Knowledge Policy and Procedure Record Keeping.

Job Duties

• Represent Olympus in a professional and helpful manner by supporting telephone and Email conversations with effective communication skills.
• Continually maintain and expand personal understanding of order entry inquiry financial systems procedures and application.
• Timely entry into ERP CRM system which may require verification of payment terms pricing address accuracy item numbers PO ship date requests freight terms contracts.
• Process Orders RMAs credits price adjustments for customer accounts obtaining and retaining all back up documentation and approvals.
• Handling all aspects of Sales Order Processing in a timely and efficient manner with goal of 100% Same Day Order Entry complete with Order Acknowledgements. Providing support and Liaising with sales representatives to handle their special requests and inquiries within 24 Hours. Handling incoming inquiries from customers in a timely and efficient manner within 24 Hours Processing RAN requests from customers or from sales representatives on behalf of customers within 48 Hours Processing Credit Debit order adjustments within 48 Hours Processing all Customer Change Orders same Day as requested Update and closing of WebQuote Effectively manage the inflow of telephone contact to maintain optimal service of customer s needs and request.
• Timely answer of telephone calls faxes or emails and effectively assist customers and sales force with their individual ordering requirements.
• Offer continued support and timely follow up.
• Daily review of open order reports as well as other open issues for assigned reps and or customer accounts addressing any issues as required including backorders request dates and credit hold.
• Continual follow up and open escalated issues.
• Respond to inquiries regarding the status of orders product availability and delivery and tracking information.
• Primary point of contact for communication with sales reps' 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.
• Handle escalated calls. Assist Supervisor with monitoring of Team and Department email and fax boxes.
• Assist with training of new hires testing and documentation review.
• Manage selected large or special care accounts such as Trumpf & SEG 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.
• Perform other related duties and or work as assigned.
  
  

Job Qualifications

Required:

• High School Diploma or equivalent required
• Minimum of Four (4) to five (5) years' experience in Customer Service is required.
• Medium to advanced Microsoft Office skills required.
• Ability to work flexible hours.
  
  

Preferred:

• Experience as a Leader or Trainer an asset.
• Experience with JDE or SAP an asset.
  
  

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
• Comprehensive medical benefits and pension plan
• Generous Paid Vacation and Sick Time
• Paid Parental Leave and Adoption Assistance
  
  

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
• Diversity Equity & Inclusion Initiatives including Employee Resource Groups
• Dedicated Training Resources and Learning & Development Programs
• Paid Educational Assistance
  
  

Are you ready to be a part of our team?

Learn more about our benefit and incentives.

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.

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.

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.

Applicants with Disabilities:

As a Federal Contractor, Olympus is committed to ensuring our hiring process is accessible to everyone. If you need an accommodation in order to complete the application or hiring process, please contact Olympus via email at [email protected]. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Posting Notes: || Canada (CA) || Ontario (CA-ON) || Richmond Hill || Customer Service