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Customer Service Sales Team Lead

2 months ago

Richmond Hill, Ontario, Canada Olympus Full time

Job Summary

We are seeking a highly skilled and experienced Sales and Service Operations Manager to lead our customer service sales team at Olympus Canada. The successful candidate will be responsible for driving operational efficiencies, ensuring team members are updated with current processes, and innovating the department to achieve industry-leading customer solutions.

Key Responsibilities

  • Collaborate with customer service counterparts to meet and exceed service level goals.
  • Utilize and enhance KPIs and CRM tools to drive customer solutions.
  • Streamline customers' consumable order processes and resolve pricing discrepancies.
  • Work closely with senior management and leadership to drive united change for solutions.
  • Develop and implement policies, procedures, and training consistent with quality management systems.
  • Coach and mentor team members to ensure accountability and drive business direction.
  • Remain conversant in state-of-the-art consumer response systems and procedures.

Requirements

  • Bachelor's degree or equivalent knowledge and experience in the field.
  • Minimum 3-5 years' experience working in the medical/scientific device field.
  • Minimum three years' experience managing people.
  • Understanding of computer systems, including JDE, Datasweep, SFDC, and Windows.
  • Understanding of call center KPIs and call routing systems preferred.

About Olympus

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

Our Culture

We value diversity, inclusion, and mutual respect. We strive to foster empathy and unity in the workplace, allowing our employees to fully contribute and thrive. We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.