Coord., Customer Solutions - 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: https://www.olympusamerica.com/careers.

Job Description

The Coord., Customer Solutions - OCI 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 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, System Management Knowledge, Policy and Procedure, Record Keeping

Job Duties

• Represent Olympus in a professional and helpful manner by supporting mainly 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 requestedUpdate and closing of Webquote.
• Timely answer of 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.
• Assist Supervisor with monitoring of Team and Department email 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.
• Excellent follow up and strong communication skills.
• Demonstrates strong organizational skills
• Ability to problem solve and make decisions and ability to interact with internal and external customers of all levels.
• 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.
• Ability to problem solve and make decisions and ability to interact with internal and external customers of all levels.
• Ability to work flexible hours.
• Judgment Required: This position requires the ability to handle numerous responsibilities at one time.This position demands a professional and knowledgeable demeanour. The coordinator must solve problems in a calm logical fashion and treat each Customer with respect. The coordinator has the authority to enforce company policies regarding pricing shipments return goods price adjustment etc. to decide whether or not a product is eligible for return to issue credits to a customer's account for return goods to determine the most economical or most expedient method for shipment in order to meet requested dates.
• Independent Action: The coordinator 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 Representatives are empowered with authority to make timely decisions within established guidelines. Each Representative is responsible for promoting a positive attitude to the internal and external customers. A perceived negative response to a customers request could be detrimental to the company's future sales.

Preferred:

• Experience as a Leader or Trainer an asset.
• Experience with SalesForce or SAP (SAP ECC/ SAP CRM) an asset.

The anticipated starting base pay range for this full-time position working at this location is $20.04 to $26.06 per 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.

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

• 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 benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks.

Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications.

Artificial Intelligence is not being utilized in the Olympus hiring process.

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