Specialist, Customer Service Support

How many companies can say they've been in business for over 177 years?!
Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the role?

Customer Service is the primary contact for our Eye Care Professionals, within the Zeiss network of labs. They are the main liaison between our customers, sales and lab operations that assures information between all parties are accurate to the customer satisfaction.

Outbound call stacks and or Remake/Returns process, including credits. A Support Specialist requires little or no supervision. Support Specialists are required to have essential skills to do analysis and trouble shoot current/previous orders. Although a Support Specialist main function is not to take incoming calls, they may be required to assist when call volume is high.

Sounds Interesting?

Here's what you'll do:

* Operates proficiently in all primary responsibilities of an entry level and senior level customer service

agent.

* Contacts a large volume of customers to resolve order issues by acting as an expert in analyzing and

troubleshooting on previous and current orders.

* Operates as an expert in making changes to orders for orders to drop directly into production.

* Recommends specific lenses / coatings to customers.

* Coordinates returns in accordance with standard processes and procedures.

* Provides accurate pricing and/or discounts on orders.

* Applies accurately credits and codes redo orders.

* Manages assigned strategic accounts.

* Identifies and escalates system issues.

* Follows safety standards and reports any safety concerns to leadership.

* Performs other duties as assigned.

* Assists with incoming calls.

Required

* HSD / GED General

Preferred

* Not Applicable

CERTIFICATIONS / LICENSES / REGISTRATIONS

Required Preferred

* Not Applicable * ABO Certification

EXPERIENCE

Years & Type Required

* 1 - 2 Years of ZEISS experience or ABO certified optician or equivalent experience

* Previous 10 key or data entry experience

Years & Type Preferred

* Optical experience

* Experience with ZEISS management systems (i.e., DVI, SAP, Eyefinity or equivalent)

KNOWLEDGE / SKILLS / ABILITIES

Required Knowledge / Skills / Abilities

* Ability to proficiently work as a Senior Representative, Customer Service

* Ability to multi-task, prioritize, and use time effectively.

* Demonstrated advanced proficiency in providing technical consultations

* Ability to navigate multiple systems effectively

* Proven ability to navigate difficult customer situations, while working in a fast-paced environment

* Strong verbal and written communication skills

* Display high level of listening and comprehension skills

* Customer orientation and ability to adapt/respond to different types of personalities

Preferred Knowledge / Skills / Abilities

* Not Applicable

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We have amazing benefits to support you as an employee at ZEISS!

• Medical

• Vision

• Dental

• 401k Matching

• Employee Assistance Programs

• Vacation and sick pay

• The list goes on!

Position Type/Expected Hours of Work

This is a full-time position.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).