Customer Care Representative II- Sales Details | Corporation Americas

Position: Customer Care Representative II- Sales Job Details | Olympus Corporation of the Americas
Working

Location:

Minnesota, Brooklyn Park;
Pennsylvania, Center Valley

Workplace Flexibility:
Hybrid

For more than 100 years, Olympus has focused on making people's lives healthier, safer and more fulfilling.

Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and 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 Description

The Customer Care Representative (CCR) Level II will oversee the processing and fulfilment of customer orders and respond promptly to customer requirements inquiries and requests. They will 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. They will represent Olympus in a professional and helpful manner by supporting telephone conversations with effective communication skills.

This role will continually maintain and expand personal understanding of order entry/inquiry/financial systems procedures and application.

Job Duties

* Organization and record keeping to maintain and place priority on ongoing Continuous Improvement Plan.

* Function as the primary contact for Customer Service related issues for the Customer.

* Successfully execute customer phone orders

* Communicate with other groups in the organization (Inventory Control FIS Marketing) when it comes to the execution tracking and processing of said order.

* Timely entry into ERP/CRM systems standard orders which may require verification of 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 obtaining and retaining all back up documentation and approvals.

* Effectively manage the inflow of telephone contact to maintain optimal service of customers needs and request.

* Timely answer of telephone calls and effectively assist customers with their individual ordering quoting or informational requirements.

* Offer continued support and timely follow up.

* Daily review of open order reports as well as other open issues for customer accounts addressing any issues as required, including backorders, request dates, and credit hold.

* Respond to inquiries regarding the status of orders product availability and delivery and tracking information.

* Primary point of contact for communication with customers, inventory/purchasing, marketing, technical services group, corporate credit, and warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders.

* Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution.

* Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.

* Perform other related duties and/or work as assigned.

Job Qualifications

Required:

* High School Diploma or equivalent required.

* Two (2) to three (3) years experience in Customer Service required.

* Demonstrates strong organizational skills

* Strong propensity to multi-task

* Detail and results oriented

* 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/ good time management

* Excellent verbal and written communication/customer service skills

* Available to work flexible hours.

* Judgment

Required:

This position requires the ability to handle numerous responsibilities at one time with a professional and knowledgeable demeanour.

* The CCR must solve problems in a calm logical fashion and treat each Customer with respect. The CCR has the authority to enforce company policies regarding pricing shipments return goods price adjustment etc. to decide whether or not a product is eligible for return to issue credits to a customer's account for return goods to determine the most economical or most expedient…