Associate Manager, Order

Workplace Flexibility:
Hybrid

• Manage a team of Order Support Reps and Team Leads.
• Track, analyse and report on daily KPIs (orders processed, pending, new, etc.) for individuals and for the entire team. Identify performance issues and address as needed.
• Monitor quantity of requests from internal and external customers in multiple inboxes and direct OSRs from multiple Olympus locations to each inbox as required.
• Ensure that the team successfully completes all training as it relates to ERP/CRM and other systems.
• Monitor and document performance of OSRs (includes daily KPI data accuracy, call quality, email quality, etc.). Highlight strengths and address issues as appropriate. Work with employees on professional development.
• Serve as escalation for Order Support Team Leads by providing guidance and/or coordinating to find a solution with internal and external customers. Establish processes and solutions that fit within company policies, procedures and guidelines.
• Assist with the development and training of Customer and Sales Support training programs and continuous improvement for both new hires and ongoing process changes. Additionally assist with development, updating and training as it pertains to corporate policies; J‑Sox, QSP's, etc.
• Other duties as assigned.

Required:

• Associate's degree (or equivalent Customer Service knowledge) or Military Experience and a minimum of five years of experience in a Customer Service,Sales Support or supervisory position in a Customer Service, Sales Support or Sales Operations environment.
• Strong interpersonal skills.
• Ability to handle multiple tasks.
• Excellent verbal/written communication skills, detail oriented and ability to prioritize.
• Prioritizing and Organizing Work:
  • Allocates time and attention based on what is most important to achieve key goals and objectives; approaches work in an organized and systematic manner; effectively manages tasks, information and requests, redirects resources and activities to overcome setbacks and shortfalls.
• Championing Customer Needs:
  • Calls attention to issues that impact customer satisfaction; views things from the perspective of customers, acting within corporate policies to promote a positive and timely customer experience.
  • Consistently reviews electronic processes several times a day to ensure that system and processes or tools are functioning as expected.
  • Will escalates and work with ITS as needed to resolve operating malfunctions to ensure customer satisfaction and that our organizational goals are met.
• Using Computers and Technology:
  • Adept at understanding vendor/customer processes and systems (EDI, WAWF, Lease) and other forms of technology related to their job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology.
• Occasional overnight travel may be required; ability to independently travel as needed for training or meetings.
• Must be flexible to work all shifts which may include evenings, weekends and holidays.

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

• Competitive salaries, annual bonus and 401(k) with company match.
• 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.

• 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.

The anticipated base pay range for this full‑time position in this location is $72,053.00–$97,272.00 per year, plus potential for annual bonus (subject to plan eligibility and other requirements).

Applicants requesting accommodations:
Olympus is committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed, please contact  or our HR Compliance Manager at 1‑888‑659‑6787.

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.