Customer Support Representative II, Bilingual - OCI

Working Location: Ontario, Richmond Hill

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: https://www.olympusamerica.com/careers.

Job Description

The Customer Service Representative – Sales Level II in addition to continuing to be responsible for the daily functions of a Customer Service – Sales Level I will also be responsible to provide additional handling of complex order management requests. They will continue to maintain and expand understanding of order entry inquiry financial systems procedures and application and operate within the policy and procedure guidelines.

Job Duties

• Provides accurate and timely delivery of the following to customers or internal staff.
• Maintain a minimum of 85% of daily average case volume in the Service Cloud of Customer Solutions Sales Team.
• Maintain a minimum of 98% error free cases
• Order Entry and Order Confirmations o Pricing Issue follow-ups
• EDI/GHX Order Management o Credits and Return Requests
• Order inquiry requests
• End of day Sales reporting Specialize tasks would include the following based on sales division/ERP System
• Chemical Invoicing o Integration Order updates
• Pending Approval order follow-up
• ETA updates to customer Provide exceptional customer service by working in conjunction with other Olympus Canada divisions to resolve customer's inquiry
• Accurate logging of all customer related information and inquiries in Customer Service related databases
• Ensure daily KPI's expectation are met or exceeded All other tasks and requests necessary to assist the Customer Solutions Team to perform other related duties as assigned
• Effectively manage the inflow of telephone contact to maintain optimal service of customer's needs and requests.
• Timely answering of telephone calls faxes or emails and effectively assist customers and sales force with their individual ordering requirements.
• Offer continued support and timely follow up.
• Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution.
• Perform other related duties and/or work as assigned.

Job Qualifications

Required:

• Minimum of 1-2 years relevant work experience dealing with Customers (Retail or Service).
• Bilingual English-French proficiency in speaking, reading, and writing abilities.
• Post-secondary Degree/Diploma.
• Medium to advanced Microsoft Office skills.
• Excellent communication skills.
• Demonstrates strong organizational skills.
• 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.
• Ability to work flexible hours.

Preferred:

• Experience with Datasweep, SalesForce Service Cloud, Netsuite, or SAP.

Why join Olympus?

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

Equitable Offerings you can count on:

• Competitive salaries, annual bonus

• Comprehensive medical benefits and pension plan

• Generous Paid Vacation and Sick Time

• Paid Parental Leave and Adoption Assistance

Connected Culture you can embrace:

• 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

• Paid Educational Assistance

Are you ready to be a part of our team?

Learn more about our benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks.

The anticipated base pay range for this full-time position in this location is $21.64 - $28.14 per hour, plus potential for annual bonus (subject to plan eligibility and oher requirements).

Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications.

Artificial Intelligence is not being utilized in the Olympus hiring process.

At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

You Belong at Olympus

We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.

Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected]. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Let’s realize your potential, together.

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.

Posting Notes: || Canada (CA) || Ontario (CA-ON) || Richmond Hill || Customer Service