Customer Service Agent at Zeiss Group in Hebron, Kentucky

Job Description:

PRIMARY RESPONSIBILITIES:

• Responds, investigates, and resolves any inbound customer requests and inquiries


• Uses several systems for status updates on all network orders


• Provides technical assistance and support for incoming queries and issues


• Recommends appropriate product


• Place outbound calls to accounts to resolve items on unclean orders


• Manages difficult customer situations in a calm and professional manner


• Proactively contacts customers to follow up on customer requests


• Manually enter orders into the system


• Applies discounts and credits on warranty claims


• Provides pricing on individual and multiple orders


• Notifies customers on any deviations from delivery or further commitments ahead of time


• Builds customer interest in new products (lenses, coatings) and services


• Provides information, and modifications to insurance claim order


• Assists with product conversions


• Provides assistance to sales, marketing, and finance


• Assist internal stakeholders with inquiries related to accounts, products, services, and status of orders


• Documents contacts, actions, and responses in the provided tools


• Actively gathers feedback and drives continuous improvement of services and processes

QUALIFICATION REQUIREMENTS:

• High school diploma or equivalent


• Strong customer focus and customer service attitude


• Strong verbal and written communication skills


• Excellent interpersonal skills for professional interactions with customers and stakeholders from other VIS departments.


• Strong ability to work in a fast-paced environment and under certain time pressure, high flexibility and adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and/or escalate to the appropriate management level


• Strong problem solving, teamwork, and time management skills


• 3 to 5 years of either technical customer service experience and/or optical experience


• Willingness and ability to catch up on customer service and/or optical skills & knowledge (depending on individual background and experience)


• Solid computer and Microsoft Office skills, in particular, Excel and Word