Associate Manager, Customer Service - Repair

Olympus Corporation; Richmond Hill; Hybrid; CAD 74,000 - 99,000; Full time

Benefits offered by this job

Competitive salaries

Annual bonus

Medical benefits

Pension plan

Paid vacation and sick time

Paid parental leave

Adoption assistance

Job summary

Olympus Canada in Richmond Hill, Ontario, is seeking a senior operations leader to manage the daily activities of the customer service sales team, drive operational efficiencies, and ensure service levels and KPIs are met.

You will partner with OCI senior management and OCA leadership, use SFDC and CRM tools, coach staff, develop policies and training, and advance our Canadian market strategies for high‑quality customer care.

Qualifications

• Bachelor's degree or equivalent knowledge and experience.
• Minimum 3–5 years' experience in the medical/scientific device field.
• Minimum three years' experience managing people.
• Must understand computer systems (JDE, Datasweep, SFDC, Windows).
• Ability to interact with internal and external customers at all levels.
• Strong analytical, organizational, and communication skills.

Responsibilities

• Lead and manage daily activities of the customer service sales team to meet service levels and KPIs.
• Utilize and enhance KPIs and CRM tools to drive performance.
• Drive solutions to streamline order processes and ensure 95% same-day shipping.
• Collaborate with senior management to implement Canada-focused customer service initiatives.
• Be the subject matter expert on the needs of the Canadian market from a customer service perspective.
• Coach and mentor staff; develop policies, procedures and training aligned with quality management systems.

Skills

People management

Customer service

CRM usage

Analytical skills

Education

Bachelor's degree or equivalent

Tools

JDE

Datasweep

SFDC

Windows

Job description

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

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.
• 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 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).
• 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.

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 [e-mail]. 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