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Customer Service Representative

2 months ago

Allentown, Pennsylvania, United States Olympus Full time
Job Description

The Customer Service Representative will oversee the processing of customer repair orders and respond promptly to customer requirements, inquiries, and requests. To 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. To represent Olympus in a professional and helpful manner by supporting telephone conversations with effective communication skills. To continually maintain and expand personal understanding of order entry/inquiry/financial systems procedures and application. To operate within the policy and procedure guidelines.

Key Responsibilities
  • Effectively manage the inflow of telephone contact to maintain optimal service of customers' needs and requests.
  • Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution. Strictly adhere to all processes and regulations relating to customer complaints.
  • Function as the primary contact for customer service-related issues relating to service repair. Successfully execute customer complaints, RMAs, loaners, advanced replacements, etc.
  • Communicate with other groups in the organization (field service, TAC, customer solutions, marketing) when it comes to the execution, tracking, and processing of said order.
  • Maintain and place priority on ongoing continuous improvement plans.
  • Timely entry into ERP/CRM/repair systems repair orders which may require verification of payment terms, address accuracy, model/serial numbers, PO#, process RMAs, loaners, advanced replacement, obtaining and retaining all backup documentation and approvals.
  • Respond to inquiries regarding the status of repair orders, product serviceability, and delivery and tracking information.
  • Primary point of contact for communication with customers, national service centers, technical services group, corporate credit, and warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders.
  • Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.
  • Ability to problem-solve and make decisions and to interact with internal and external customers of all levels.
  • Perform other related duties and/or work as assigned.
Requirements
  • High school diploma or equivalent required; associate degree preferred.
  • Minimum of two to three years' experience in customer service required.
Preferred Qualifications
  • Demonstrates strong organizational skills.
  • Strong propensity to multitask.
  • 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.
  • Available to work flexible hours.
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
  • Competitive salaries, annual bonus, and 401(k) with company match.
  • Comprehensive medical, dental, 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, and inclusion initiatives, including employee resource groups.
  • Dedicated training resources and learning and development programs.
  • Paid educational assistance.