Customer Care/Technical Support Representative

Job description

About Us: How many companies can say they’ve been in business for over 179 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? Be a key member of the team delivering industry-leading customer care for ZEISS Hunting and Nature. While coordinating with repair, operations and sales teams, you will address consumer issues and drive high levels of customer satisfaction. Using the highest level of professionalism, you will be the resource our customers contact via phone and the Web for assistance on all things ZEISS Hunting and Nature. Sound Interesting? Here’s what you’ll do: Answer customer phone calls, advising customers on sending product for repair, the repair process, acquiring spare parts and other customer queries. Coordinate with colleagues on the repair, sales, and operations teams to effectively address customer inquiries while keeping the Service Manager aware of potential problems and escalations. Maintain a “can-do” attitude while fielding customer issues. Be a key point of contact for consumers via phone and web-based inquiries. Enter sales orders into SAP as required. Accurately update service cases in Salesforce as contact with consumers occur. Receive consumer spare part requests and accurately process spare parts orders. Other duties or projects as assigned by the Service Manager. Do you qualify? HS Diploma or GED required; Associate degree preferred. 3 - 5 years experience in customer care, technical support or a related field preferred. Experience using hunting or nature observation optics (riflescopes, binoculars, spotting scopes) is required. Knowledge of hunting firearms and ballistics is preferred. Excellent interpersonal skills (verbal & written) to effectively serve all customers. Strong trouble shooting skills; Problem solving mindset with attention to detail. ERP and Salesforce experience is strongly preferred. Aptitude to quickly become proficient with these applications is required. Proficiency with Microsoft Office products (Outlook, Excel, Word, Power Point, Teams) Working Environment: Work location is Hebron, KY . Minimal travel may be required. Must have the ability to work remotely if needed. 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! The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion. Your ZEISS Recruiting Team: Maria Khalil 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).