Customer Order Support Specialist II

1 week 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 dedicated itself 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 dreams.

Our five Core Values empower us to fulfill Our Purpose:

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

Learn more about Life at Olympus.

Position Overview

The Order Support Representative (OSR) Level II is responsible for managing the processing and fulfillment of customer orders while promptly addressing the needs and inquiries of customers and the sales team. This role aims to deliver exceptional customer service by efficiently processing complex inbound orders to ensure maximum customer satisfaction. The representative will embody the Olympus brand through professional and effective communication during electronic and telephone interactions. Continuous learning and understanding of order entry, inquiry, and financial systems procedures are essential, along with adherence to company policies and procedures.

Key Responsibilities
  • Process inbound orders via fax, email, and electronic systems.
  • Maintain system management knowledge, organization, and record-keeping.
  • Prioritize ongoing Continuous Improvement initiatives.
  • Execute quote revisions and custom orders, collaborating with various departments (Inventory Control, FIS, Marketing) for effective execution and tracking.
  • 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.
  • Manage orders, RMAs, and credits for customer accounts, ensuring all backup documentation and approvals are obtained and retained.
  • Review open order reports daily, addressing any issues related to customer accounts, including backorders and credit holds.
  • Respond to inquiries regarding order status, product availability, and delivery tracking.
  • Utilize company policies and procedures effectively to assist in problem resolution.
  • Ensure efficient handling of customer account issues, escalating matters to the appropriate management channels when 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; 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 multi-task effectively.
  • High attention to detail.

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.
  • Access to 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, and 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.

Commitment to Diversity:

Olympus is dedicated to fostering a diverse, inclusive, and authentic workplace. We recognize the value of diversity in people, perspectives, and lifestyle choices, emphasizing the importance of inclusion and mutual respect.

Let's realize your potential, together.

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