Working Location: Ontario, Richmond Hill Workplace Flexibility: HybridJob DescriptionResponsible for leading and managing the daily activities and driving operational efficiencies for Olympus Canada customer service sales team for both internal and external customers. Ensures team is updated with current and relevant processes by guiding team to remove obstacles and challenges to providing our customers expected service levels such as utilizing our service cloud (in SFDC). Is constantly innovating the department, in partnership with the Customer Service Repair Leadership team, to achieve and maintain industry leading customer solutions including but not limited to achieving/exceeding department service level agreements and KPIs.
Job Duties- Works cohesively with customer service counterparts as it relates to meeting and exceeding service level goals at management meetings.
- Utilizes and enhances KPI's in place and CRM tools.
- Drives customer solutions for streamlining customers' A consumable order processes pricing discrepancies ensuring that 95% are shipped same day.
- Works closely with OCI senior management and OCA leadership to drive united change for solutions for the Canadian customer base.
- Is the subject matter expert on the needs of the Canadian market from a customer service sales perspective.
- Works closely with Customer Service leadership team to ensure cross departmental goals are being achieved for both sales and repair from a customer standpoint.
- Liaises with all customer service sales counterparts amongst OCA to support knowledge sharing and enhancement review.
- Ensures all department staff are motivated trained and their activities are prioritized based on business direction and customers' needs.
- Develops and implements all policies, procedures, work instructions, job aides and training consistent with quality management systems.
- Coaches and mentors all reports.
- Drives accountability throughout the dept. utilizing KPI methodology and bench marking.
- Remains conversant in state-of-the art aspects of consumer response systems and procedures as well as call management systems and Internet technology including but not limited to EDI platforms.
- Performs other responsibilities as assigned.
Job QualificationsRequired:- Bachelor's degree or equivalent knowledge and experience in field required.
- Minimum of 3-5 years' experience working as a tech the medical/scientific device field.
- Minimum three years' experience managing people.
- Must have an understanding computer systems (JDE Datasweep SFDC & Windows).
- Must have the ability to interact with internal and external customers of all levels.
- Must demonstrate strong analytical organizational and communication skills.
- Must be detail oriented and have the ability to prioritize.
- Travel required within North America as needed.
- Must continually evolve profession interpersonal relationship skills to respectfully work with all levels of the organization.
Preferred:- Understanding of call center KPI's and call routing systems preferred (ex: Avaya).
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 $73,596.00 - $99,355.00 per year, plus potential for annual bonus (subject to plan eligibility and other 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.
Posting Notes: || Canada (CA) || Ontario (CA-ON) || Richmond Hill || Customer Service 
