Associate Manager, Customer Service Sales

Job Description

Responsible for leading and managing the daily activities and driving operational efficiencies for Olympus Canada customer service sales team for both internal and external customers.

Ensures team is updated with current and relevant processes by guiding team to remove obstacles and challenges to providing our customers expected service levels such as utilizing our service cloud (in SFDC).

Is constantly innovating the department, in partnership with the Customer Service Repair Leadership team, to achieve and maintain industry leading customer solutions including but not limited to achieving / exceeding department service level agreements and KPIs

Job Duties

• Works cohesively with customer service counterparts as it relates to meeting and exceeding service level goals at management meetings.
• Utilizes and enhances KPI's in place and CRM tools.
• Drives customer solutions for streamlining customers' A consumable order processes pricing discrepancies ensuring that 95% are shipped same day.
• Works closely with OCI senior management and OCA leadership to drive united change for solutions for the Canadian customer base.
• Is the subject matter expert on the needs of the Canadian market from a customer service sales perspective.
• Works closely with Customer Service leadership team to ensure cross departmental goals are being achieved for both sales and repair from a customer standpoint.
• Liaises with all customer service sales counterparts amongst OCA to support knowledge sharing and enhancement review.
• Ensures all department staff are motivated trained, and their activities are prioritized based on business direction and customers' needs.
• Develops and implements all policies, procedures, work instructions, job aides and training consistent with quality management systems.
• Coaches and mentors, all reports.
• Drives accountability throughout the dept. utilizing KPI methodology and bench marking.
• Remains conversant in state-of-the art aspects of consumer response systems and procedures as well as call management systems and Internet technology including but not limited to EDI platforms.
• Performs other responsibilities as assigned.

Job Qualifications

Required :

• Bachelor's degree or equivalent knowledge and experience in field required.
• Minimum of 3-5 years' experience working as a tech the medical / scientific device field.
• Minimum three years' experience managing people.
• Must have an understanding computer systems (JDE Datasweep SFDC & Windows).
• Understanding of call center KPI's and call routing systems preferred (ex : Avaya).
• Other Considerations (travel / hours availability, etc.) : Travel required within North America as needed. Must continually evolve profession interpersonal relationship skills to respectfully work with all levels of the organization

Preferred :

• Ability to interact with internal and external customers of all levels.
• Ability to demonstrate strong analytical organizational and communication skills.
• Detail oriented and ability to prioritize

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