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Customer Service Agent - Split Shift

Hebron, Kentucky

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

We are looking for people who are keen to try something new:

The shift for this position alternates biweekly between two schedules. The first schedule is 9:00am - 5:30pm and the second schedule is 11:30am - 8:00pm.

Job Description:
Customer Service Agent I attracts and maintains customers by answering product and service questions as well as making suggestions to meet the customer’s needs. Expectations are for the agent to handle a broad variety of pre-sales, sales and/or post-sales service functions for our customers in a timely, consistent and professional manner. The Customer Service Agent l is the customer’s brand ambassador and shows responsibility and accountability by resolving product or service issues through clarifying the customer’s complaint, determining the cause of the issue, explaining the best solution to solve the issue, expediting the correction, and following up to ensure resolution.
1. Provides appropriate technical and/or product-related information / consultation when needed
a. Recommends appropriate products (lens style, material, anti-reflective coatings) based on customer inquiries
2. Responds to, investigates and resolves customer requests and inquiries via all modes of communication (phone, fax, instant message, and email) in a timely & courteous manner, in particular
a. receives, records and routes customer orders and order changes in an appropriate manner
b. answers status requests on existing orders
c. manages difficult customer situations in a calm and professional manner
3. Proactively follow up on customer requests, orders and/or any further issues in a timely manner
4. Assist internal stakeholders with inquiries related to accounts, products, services and status of orders
5. Documents pertinent information in the provided tools
6. Helps build customers’ interest in new products (lenses, coatings) and services
7. Actively gathers feedback and drives continuous improvement of services and processes to increase efficiency

You are:

1. High School Diploma or Equivalent Required.
2. 3 to 5 years customer service and or optical background/experience
3. Ability to work in a fast paced environment and under certain time pressure, high flexibility & adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and / or escalate to the appropriate management level
4. Demonstrate high degree of customer focus and a positive customer service attitude


5. Strong verbal and written communication skills
6. Excellent interpersonal skills for professional interactions with customers and internal stakeholders
7. Proficient in problem solving, teamwork, and time management skills
8. Willingness and ability to learn optical skills & knowledge

JOB CONDITIONS/COMPLEXITY:
• Fast paced work environment with rapidly changing priorities and complex assignments
• Some exposure to noise, dust, moisture, heat, or cold
• Overtime may be required on short notice
In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.
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Your contact
Jaime Cunningham
jaime.cunningham@zeiss.com
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