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Customer Order Support Specialist II

2 months ago

Allentown, Pennsylvania, United States Olympus Corporation of the Americas Full time

Working Location: PENNSYLVANIA, CENTER VALLEY; MINNESOTA, BROOKLYN PARK

Workplace Flexibility: Hybrid

For over a century, Olympus has been dedicated to enhancing the health, safety, and quality of life for individuals.

Every day, we embody our philosophy, True to Life, by advancing medical technologies and raising the standard of patient care, enabling individuals everywhere to realize their aspirations and live fulfilling lives.

Our five Core Values empower us to achieve Our Purpose:

Patient Focus, Integrity, Innovation, Impact, and Empathy.

Learn more about Life at Olympus.

Job Overview

The Order Support Representative (OSR) Level II will manage the processing and fulfillment of customer orders while promptly addressing the needs, inquiries, and requests of customers and the sales team. This role is crucial in delivering exceptional customer service by efficiently processing complex inbound orders to ensure maximum customer satisfaction. The representative will embody Olympus's professional standards through effective communication during electronic and telephone interactions. Continuous improvement of personal knowledge regarding order entry, inquiry, and financial systems procedures is essential, as is adherence to policy and procedure guidelines.

Key Responsibilities
  • Manage inbound fax, email, and electronic order processing.
  • Maintain system management knowledge, organization, and record-keeping.
  • Prioritize ongoing Continuous Improvement Plans.
  • Execute quote revisions and custom orders, collaborating with various departments (Inventory Control, FIS, Marketing) for tracking and processing.
  • Accurately enter standard orders into ERP/CRM systems, verifying payment terms, pricing, address accuracy, item numbers, PO#, ship date requests, freight terms, contracts, and commission codes.
  • Process orders, RMAs, and credits for customer accounts, ensuring all backup documentation and approvals are obtained and retained.
  • Conduct daily reviews of open order reports and address any issues, including backorders and credit holds.
  • Respond to inquiries regarding order status, product availability, and delivery tracking.
  • Adhere to company policies and procedures to assist with problem resolution.
  • Efficiently handle customer account issues and escalate as necessary.
  • Demonstrate problem-solving abilities and interact effectively with internal and external customers at all levels.
  • Perform additional related duties as assigned.
Qualifications

Required:

  • High School Diploma, Military Experience, or equivalent required; Associate degree preferred.
  • 2 to 3 years of experience in Customer Service or Sales Support required.

Preferred:

  • Strong organizational skills.
  • Effective workload prioritization and time management.
  • Excellent verbal and written communication/customer service skills.
  • Ability to multitask effectively.
  • Detail-oriented approach.

Why Choose Olympus?

We provide a comprehensive employee experience that supports personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

Equitable Offerings:

  • Competitive salaries, annual bonuses, and 401(k) with company match.
  • Comprehensive medical, dental, and vision coverage effective on start date.
  • 24/7 Employee Assistance Program.
  • Free live and on-demand Wellbeing Programs.
  • Generous Paid Vacation and Sick Time.
  • Paid Parental Leave and Adoption Assistance.
  • 12 Paid Holidays.
  • On-Site Child Daycare, Café, Fitness Center.

Connected Culture:

  • 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.

Olympus is committed to fostering a diverse, inclusive, and authentic workplace.

We value diversity in people, perspectives, and lifestyle choices, emphasizing the importance of inclusion and mutual respect. Our goal is to cultivate empathy and unity in the workplace, allowing our employees to contribute fully and thrive.

Let's realize your potential, together.