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Customer Service Specialist
2 months ago
Job Description
About Us:
Here at ZEISS, we handle the everchanging environments in a fast-paced world, meeting it with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future. 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
What’s the role?
Customer Service Specialist knows how to build the systems and teams needed to prioritize and track customer issues and, in the process, support sales, marketing, and brand strategies while consistently managing their team to offer the best solutions for customer service.
Here’s what you’ll do:
Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
Maximizes customer operational performance by providing help desk resources and technical advice.
Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures.
Improves customer service quality results by conducting surveys, studying, evaluating, and re-designing processes, establishing and communicating service metrics, and monitoring and analyzing results.
Implements production, productivity, quality, and customer-service standards.
Processes repairs, representative requests on proper documentation, and RMA's to determine the correct course of action required for returned goods; correct paperwork, track deadlines, and repack goods to be placed in inventory.
Contributes customer service information and recommendations to strategic plans and reviews.
Audits customer service procedures and trends, and determines system improvements.
Enforces company policies and procedures.
Determines customer service requirements by maintaining contact with customers and visiting operational environments.
Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Other duties may be assigned.
QUALIFICATIONS
Bachelor's or Associate's degree preferred or equivalent customer service work history combination.
1-2 years of experience.
Experience in Microsoft Office is a MUST.
Highly self-motivated, self-directed, team-oriented, and exceptionally attentive to detail.
Demonstrated ability to respond to multiple priorities in a dynamic environment.
Troubleshooting skills in a manufacturing environment & creative problem-solving skills.
Ability to use ALL office software that pertains to the position, including Microsoft Office Suite and Quickbooks.
Customer Service/Sales experience is required.
We have amazing benefits to support you as an employee at ZEISS
Medical
Vision
Dental
401k Matching
Employee Assistance Programs
Vacation and sick pay
ZEISS is an EEO/AA/M/F/Disabled Veteran Employer.
Position Type/Expected Hours of Work
This is a full-time position. Hours of work are Monday through Friday, 40 hours per week.
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