Lead Operations Service Agent

St Cloud

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:

  • Provide coaching and mentoring to customer service agents on products, policies, and procedures
  • Build a strategic partnership with the Sales Team
  • Foster a positive team environment
  • Serve as optical expert in all ZEISS related products and services
  • Manage and support all aspects of strategic accounts including deviations in policies and warranties
  • Proficiently resolves 3rd level customer escalations
  • Assist internal stakeholders with inquiries related to accounts, products, services and status of orders
  • Help build a strong liaison between Sales, Lab Ops, and Quality
  • Provide appropriate technical and/or consultative solutions when required including recommending appropriate products based on customer inquiries and providing clarification regarding credits
  • Provide phone and online support for internal and external customers
  • Provide advanced troubleshooting
  • Enter customer orders and order changes into appropriate customer management system
  • Answers status requests on existing orders
  • Manage difficult customer situations following the escalation process
  • Proactively follow up on customer requests, orders and/or any further issues in a timely manner
  • Document pertinent information in the provided tools
  • Help build customers’ interest in new products (lenses, coatings) and services

You are:

  • Ability to work independently
  • Ability to seamlessly navigate between regional queues as needed
  • Leadership skills and commitment to further develop into a management role
  • Demonstrate the ability to effectively coach and mentor
  • Licensed Optician or ABO certification preferred
  • Demonstrate expertise in ZEISS product knowledge including lenses, coatings, processes, and procedures
  • Solid Microsoft Office skills, in particular Excel and Word
  • 3 to 5 years optical knowledge within ZEISS combined with customer service experience
  • Must have 10 Key or Data Entry experience
  • Experience with customer management systems; for example: DVI, Eyefinity, or equivalent
  • Ability to multi-task, prioritize, and use time effectively.
  • Demonstrate advanced proficiency in technical consultations
  • Proven ability to mitigate difficult customer situations, while working in a fast paced environment
  • Possesses professional verbal and written communication skills
  • Customer orientation and ability to adapt/respond to different types of personalities
  • Demonstrate high degree of customer focus and a positive customer service attitude
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.
Your contact
Julie Kerr
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