Customer Care Representative II-Service

2 weeks ago

Lehigh County, United States Olympus Full time

Job Description

The Customer Care Representative (CCR) Level II-Service 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. 

Job Duties

Effectively manage the inflow of telephone contact to maintain optimal service of customers’ needs and request.  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. To maintain and place priority on ongoing “Continuous Improvement Plan”. 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 back up 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.

Job Qualifications

Required:

High School Diploma or equivalent required; Associate degree preferred. Minimum of Two (2) to three (3) years' experience in Customer Service required.

Preferred:

Demonstrates strong organizational skills Strong propensity to multi-task 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 you can count on:

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 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

*US Only **Center Valley, PA and Westborough, MA 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: || United States (US) || Pennsylvania (US-PA) || Center Valley || Customer Service

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