Associate Manager, Order Support

About the role

This position is responsible for managing a team of Order Support Representatives and Team Leads who support various types of order processing for Olympus customers, sales representatives, and other related departments.

Responsibilities

• 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 Order Support Reps (OSR) from multiple Olympus locations to each inbox as required.
• Ensure that team successfully completes all training as it relates to ERP/CRM and other systems.
• Monitor and document performance of OSRs (includes daily KPIs, 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.
• Aid in the development and training of Customer and Sales Support training programs and continuous improvement for both new hires and on-going process changes.
• Assist with the development, updating, and training as it pertains to corporate policies; J-Sox QSP's etc.
• Other duties as assigned.

Qualifications

• 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 is required.
• Strong organizational/time management skills.
• Strong interpersonal skills.
• Excellent detail/problem solving 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 the 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; acts 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. Escalates and works 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.

Benefits

• Competitive salaries, annual bonus, and 401(k) with company match.
• Comprehensive medical, dental, vision coverage effective on start date.
• 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.
• Paid volunteering and charitable donation/match programs.
• Employee Resource Groups.
• Dedicated Training Resources and Learning & Development Programs.
• Paid Educational Assistance.

Pay and Schedule

The anticipated base pay range for this full-time position in this location is $72,553.00 - $97,272.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements).

Schedule

Work all shifts which may include evenings, weekends, and holidays.