ASSOCIATE MANAGER - ORDER SUPPORT

Working Location.
MINNESOTA, BROOKLYN PARK   Workplace Flexibility.
Hybrid Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.
Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.
Our Purpose is to make people’s lives healthier, safer, and more fulfilling.
Our Core Values are reflected in all we do.
Integrity – Empathy – Agility – Unity – Long-Term View   We deliver on our purpose and our core values by staying True to Life.
Job Description This position is responsible for managing a team of Order Support Representatives and Team Leads who support various types of order processing for Olympus customers sales representatives and other related departments.
Job Duties Manage a team of Order Support Reps and Team Leads.
Track, analyze and report on daily KPIs (orders processed pending new etc.) for individuals and for the entire team.
Identify performance issues and address as needed.
Monitor quantity of requests from internal and external customers in multiple inboxes and direct Order Support Reps (OSR) from multiple Olympus locations to each inbox as required.
Ensure that team successfully completes all training as it relates to ERP/CRM and other systems.
Monitor and document performance of OSRs (includes daily KPIs data accuracy call quality email quality etc.).
Highlight strengths and address issues as appropriate.
Work with employees on professional development.
Serve as escalation for Order Support Team Leads by providing guidance and/or coordinating to find a solution with internal and external customers.
Establish processes and solutions that fit within company policies procedures and guidelines.
Assist with the development and training of Customer and Sales Support training programs and continuous improvement for both new hires and on-going process changes.
Additionally assist with the development updating and training as it pertains to corporate policies; J-Sox QSP's etc.
Other duties as assigned Job Qualifications Required.
Associate's degree (or equivalent Customer Service Knowledge) or Military.
Minimum of 5 years of experience in a Customer Service Sales Support or supervisory position in a Customer Service Sales Support or Sales Operations environment is required.
Other Considerations (travel/hours availability etc.).
Occasional overnight travel may be required; ability to independently travel as needed for training or meetings.
Must be flexible to work all shifts which may include evenings weekends and holidays.
Preferred.
Prioritizing and Organizing Work.
Allocates time and attention based on what is the most important to achieve key goals and objectives; approaches work in an organized and systematic manner; effectively manages tasks information and requests redirects resources and activities to overcome setbacks and shortfalls.
Championing Customer Needs.
Calls attention to issues that impact customer satisfaction; views thing from the perspective of customers; acting within corporate polices to promote a positive and timely customer experience.
Consistently reviews electronic processes several times a day to ensure that system and processes or tools are functioning as expected.
Will escalate and work with ITS as needed to resolve operating malfunctions to ensure customer satisfaction and that our organizational goals are met.
Using Computers and Technology.
Adept at understanding vendor/customer processes and systems (EDI WAWF Lease) and other forms of technology related to his/her job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology.
Strong organizational/time management skills Strong interpersonal skills.
Excellent detail/problem solving skills.
Ability to handle multiple tasks.
Excellent verbal/written communication skills.
Detail oriented and ability to prioritize.
Why join Olympus? Here, people matter—our health, our happiness, and our lives.
Competitive salaries, annual bonus and 401(k)* with company match Comprehensive Medical, Dental, Visions coverage effective on start date 24/7 Employee Assistance Program Free virtual live and on-demand wellness classes Work-life balance supportive culture with hybrid and remote roles 12 Paid Holidays Educational Assistance Parental Leave and Adoption Assistance Volunteering and charitable donation match programs Diversity & Inclusion Programs including Colleague Affinity Networks On-Site Child Daycare, Café, Fitness Center** *US Only **Limited locations   We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you.
Learn more about our benefit offerings at https://www.
lympusamerica.
om/careers/benefits-perks.
About us.
Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.
Headquartered in Tokyo, Japan, Olympus employs more than 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 employees throughout locations in North and South America.
For more information, visit  www.
lympusamerica.
om.
Olympus is dedicated to building a diverse, inclusive and authentic workplace We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect.
We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.
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.
Applicants with Disabilities.
As a Federal Contractor, Olympus is committed to ensuring our hiring process is accessible to everyone.
If you need an accommodation in order to complete the application or hiring process, please contact Olympus via email at .
If your disability impairs your ability to email, you may call our HR Compliance Manager at -Olympus ().
Posting Notes.
|| United States (US) || Minnesota (US-MN) || Brooklyn Park || Commercial Operations