Associate Manager, Customer Service Sales

2 months ago

Richmond Hill, Canada Olympus Corporation of the Americas Full time

**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.Responsible 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.
- 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 Qualifications**:
**Required**:

- 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).
- Understanding of call center KPI's and call routing systems preferred (ex: Avaya).
- Other Considerations (travel/hours availability, etc.):

- Travel required within North America as needed.
- Must continually evolve profession interpersonal relationship skills to respectfully work with all levels of the organization

**Preferred**:

- Ability to interact with internal and external customers of all levels.
- Ability to demonstrate strong analytical organizational and communication skills.
- Detail oriented and ability to prioritize

**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
- Diversity Equity & Inclusion Initiatives including 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 benefit and incentives.

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 mínimally 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.

**Olympus is dedicated to building a diverse, inclusive and

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