Customer Operations Specialist

About Olympus

We are an equal opportunities employer and we are committed to ensuring that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.

Role Description

The primary purpose of the Customer Operations Specialist is to deliver high-quality, customer-centric service or sales support through phone-based engagement, emails and case management.

This role is heavily phone-focused and requires the ability to confidently manage high volumes of inbound and outbound calls across service queues, demonstrating excellent phone etiquette, strong written and verbal English skills, and the ability to build trusted relationships with customers.

The role plays a critical part in supporting hospital customers, managing service notifications through SAP, maintaining Salesforce cases, coordinating loan equipment, Sales Orders and ensuring timely, compliant, and respectful resolution of customer needs. Success in this role relies heavily on people skills, stakeholder engagement, attention to detail, and adherence to strict KPIs and work instructions.

This function is critical to the ongoing daily provision of excellent customer support.

Main Accountabilities

Customer Service & Phone-Based Support

• Act as a primary point of contact for customers via inbound and outbound phone calls across service and sales queues.
• Demonstrate professional phone etiquette, active listening, and clear communication at all times.
• Handle complex, non-transactional customer conversations, particularly with hospital Biomeds, Nurses and other clinical stakeholders.
• Build rapport and maintain ongoing relationships with state-based hospital groups within an assigned territory.
• Manage customer expectations regarding repair timelines, loan availability, and service outcomes.

Service Support & Case Management

• Create, manage, and update service notifications in SAP accurately and in a timely manner.
• Log, triage, and manage 5060 Salesforce cases concurrently, adhering to agreed SLAs and case etiquette standards.
• Process loan requests, loan rentals, escalations, and retrievals linked to service notifications.
• Actively track loan equipment and work through systems to identify location,
• status, and next steps.
• Follow up on service quotations, purchase orders, and equipment returned unrepaired.
• Coordinate freight dispatch and returns using freight management systems.
• Liaise with internal teams (Sales, Warehouse, Logistics, Finance, and offshore support teams) to resolve service-related issues.
• Provide customers with accurate ETA updates for repairs and loan equipment.
• EDI error messages triaging and processing of EDI messaging.

Sales Support & Case Management

• Open order management highlight potential issues with open orders and critical delivery dates.
• Managing the delivery of roll-in orders.
• This includes updating the roll-in report, ensuring that data is correct and analyzing the report to ensure that all roll-in requests are managed correctly, first time.
• Transacting asset sales.
• Managing order escalations and supporting the business to deliver orders in a prioritized manner as determined by the Sales Management Team.

Relationship & Stakeholder Management

• Case Cultivate and maintain meaningful, respectful relationships with customers and internal stakeholders.
• Engage in consultative dialogue rather than transactional interactions, understanding customer challenges and constraints.
• Clearly articulate complex product and service information in a concise, customer-friendly manner.
• Support account management activities through consistent customer engagement and follow-up.
• Work collaboratively with offshore support teams to ensure service continuity and quality outcomes.

Compliance, KPIs & Process Adherence

• Adhere to a large number of documented work instructions, policies, and procedures.
• Meet and maintain strict KPIs relating to call handling, case management, turnaround times, and customer satisfaction.
• Demonstrate strong attention to detail and logical reasoning to ensure accuracy and compliance.
• Run and interpret reports to support workload management and performance tracking.
• Proactively escalate issues and risks in a timely and appropriate manner.

Continuous Improvement

• Identify opportunities to improve customer experience, service efficiency, and internal processes.
• Provide constructive feedback to Process and Change specialists.

Support department-led change initiatives and system enhancements

Education qualifications:

• Postgraduate degree in a relevant subject or an equivalent combination of relevant experience and education

Professional experience:

• Minimum 1 year experience in a customer service, service operations, or contact center role.

Competencies, skills, knowledge, mindset:

• Demonstrated experience using SAP and Salesforce, particularly for service-related processes.
• Proven ability to manage multiple priorities and high case volumes.
• Experience working to strict KPIs and SLAs in a monitored environment.
• Exceptional verbal and written English communication skills.
• Strong phone presence with the ability to manage high call volumes professionally.
• Advanced customer service and stakeholder engagement skills.
• Demonstrated ability to build and maintain relationships.
• High attention to detail and strong problem-solving capability.
• Tech-savvy with the ability to navigate multiple systems simultaneously.
• Self-motivated, proactive, and able to manage workload independently.
• Customer-centric mindset with a focus on quality outcomes.