Customer Service Team Leader

2 weeks ago


Hebron, Kentucky, United States ZEISS Group Full time
About ZEISS Group:

With a legacy spanning over 177 years, ZEISS stands as a beacon of innovation and technology. As pioneers in the field, we adapt to the dynamic landscape of our industry, continuously advancing our offerings to meet the needs of a fast-paced world.

At ZEISS, we are committed to fostering a sustainable future through our diverse portfolio, which includes sectors such as Industrial Quality & Research, Medical Technology, Consumer Markets, and Semiconductor Manufacturing Technology.

Role Overview:

The Customer Service Team Leader serves as the primary point of contact for our Eye Care Professionals within the ZEISS network. This role is pivotal in ensuring seamless communication between our customers, sales teams, and lab operations, guaranteeing that all information relayed is accurate and meets customer expectations.

As a leadership position, the Team Leader operates with minimal supervision, providing mentorship and guidance to customer service agents. This individual will actively engage with the Customer Service Team to support our clientele and ensure optimal phone coverage to meet business demands.

Key Responsibilities:
  • Deliver coaching and mentorship to customer service representatives on all products and services.
  • Establish strategic partnerships with the Sales Team.
  • Act as an optical expert for all ZEISS products and services.
  • Address and resolve escalated customer issues and manage critical accounts.
  • Document relevant information using designated tools and notify leadership of any concerns.
  • Adhere to safety protocols and report any safety issues to management.
Qualifications:

To be considered for this role, candidates should possess:

  • A high school diploma or GED.
  • 1-2 years of experience in customer service within the ZEISS framework.
Knowledge, Skills, and Abilities:

The ideal candidate will demonstrate:

  • Expertise in all ZEISS products and services.
  • Ability to work autonomously and take on responsibilities.
  • Proven leadership capabilities.
  • Strong multitasking and prioritization skills.
  • Advanced proficiency in technical consultations.
  • Exceptional communication skills, both verbal and written.
  • A customer-centric approach with adaptability to various personalities.
  • Willingness to work overtime as needed.
Work Environment:

The characteristics of the work environment are representative of those encountered while performing essential job functions. Reasonable accommodations may be made for individuals with disabilities to perform these functions.

Benefits:

ZEISS offers a comprehensive benefits package, including:

  • Medical and dental coverage.
  • 401k matching.
  • Employee assistance programs.
  • Paid vacation and sick leave.

We are an equal opportunity employer, committed to diversity and inclusion in the workplace.



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