Customer Care Representative II-Service

Working Location: MINNESOTA, BROOKLYN PARK 

Workplace Flexibility: Hybrid

 

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

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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.

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Our five Core Values empower us to achieve Our Purpose: 

 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

 

Learn more about Life at Olympus.

 

**Please note: All correspondence will be sent from our Olympus domain (@Olympus.com). If you receive correspondence from an entity other than @Olympus.com, it is likely not legitimate.

 

 

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/