Customer Care Representative II, Service

Working Location: Minnesota, Brooklyn Park; Pennsylvania, Center Valley. Workplace Flexibility: Hybrid.

About the role

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.

Responsibilities

• Effectively manage the inflow of telephone contact to maintain optimal service of customers’ needs and requests.
• 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.
• Execute customer complaints, RMAs, Loaners, Advanced Replacements, etc.
• Communicate with other groups in the organization (Field Service, TAC, Customer Solutions, Marketing) regarding execution, tracking, and processing of orders.
• Maintain and prioritize ongoing “Continuous Improvement Plan.”
• Timely entry into ERP/CRM/Repair systems for repair orders, verifying payment terms, address accuracy, Model/Serial numbers, PO#, etc.
• 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.
• Serve as the primary point of contact for communication with customers, National Service Centers, technical services group, corporate credit, and warehouse to resolve or clarify issues pertaining to customer accounts/orders.
• Ensure customer account issues are dealt with efficiently; escalate issues requiring management attention to the proper channel.
• Problem-solve, make decisions, and 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.
• Two (2) to three (3) years of experience in Customer Service required.
• 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.

Benefits

• Competitive salaries, annual bonus, and 401(k) with company match.
• Comprehensive medical, dental, and 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 (location-dependent).
• Work-life integrated culture supporting hybrid and field work environments.
• Paid volunteering and charitable donation/match programs.
• Employee Resource Groups.
• Dedicated Training Resources and Learning & Development Programs.
• Paid Educational Assistance.

Pay

The anticipated base pay range for this full-time position in this location is $21.06 - $27.38 per hour, plus potential for annual bonus (subject to plan eligibility and other requirements).