Customer Care/Technical Support Representative

Zeiss Group; Hebron Estates (KY); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS Hunting and Nature is seeking a customer care specialist to act as the primary contact for consumers by phone and web. You will coordinate with repair, operations and sales teams to resolve inquiries and drive satisfaction, with SAP and Salesforce workflows in play.

A strong background in hunting optics and ballistics helps you excel in a fast-paced environment. Based in Hebron, KY, the role allows remote work if needed and requires 3–5 years in customer care or technical support.

Qualifications

• HS Diploma or GED required; Associate degree preferred.
• 3–5 years in customer care or technical support.
• Experience with hunting optics is required.
• Knowledge of hunting firearms and ballistics preferred.
• Excellent verbal and written communication.
• Experience with ERP and Salesforce strongly preferred; quick learner.
• Proficient with Microsoft Office products.

Responsibilities

• Answer customer phone calls and advise on repairs and spare parts.
• Coordinate with repair, sales and operations teams for inquiries.
• Maintain a can-do attitude while addressing issues.
• Serve as a key contact for customers via phone and web.
• Enter sales orders into SAP as required.
• Update service cases in Salesforce as interactions occur.
• Process spare parts orders and support other projects.

Skills

Customer care

Technical support

Hunting optics knowledge

Firearms knowledge

Interpersonal skills

Troubleshooting

Microsoft Office proficiency

Education

High School Diploma or GED

Associate degree preferred

Tools

SAP

Salesforce

ERP

Microsoft Office

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.

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 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.

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).