Customer Care/Technical Support Representative

Carl Zeiss SBE, LLC; Hebron Estates (KY); Hybrid; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Vision/Dental coverage

401k matching

Employee assistance program

Paid vacation and sick leave

Job summary

Carl Zeiss SBE, LLC in Kentucky seeks a customer care professional to handle inquiries by phone and web, guide customers through repairs, and coordinate with repair, sales, and operations teams. You will process orders in SAP and update cases in Salesforce, delivering high-quality service.

Required are 3–5 years in customer care, HS Diploma or GED (Associate degree preferred), and hands-on experience with ERP/Salesforce; hunting optics knowledge is a plus.

Qualifications

• HS Diploma or GED required; associate degree preferred.
• 3–5 years experience in customer care, technical support or related field.
• Experience using hunting or nature observation optics required.
• Knowledge of hunting firearms and ballistics preferred.
• Excellent interpersonal skills to serve customers.
• Strong troubleshooting mindset with attention to detail.
• ERP and Salesforce experience strongly preferred; quick aptitude to learn these apps.
• Proficiency with Microsoft Office products (Outlook, Excel, Word, PowerPoint, Teams).

Responsibilities

• Answer customer phone calls and advise on repairs, spare parts, and queries.
• Coordinate with repair, sales, and operations teams; inform Service Manager of issues.
• Maintain a can-do attitude while fielding customer issues.
• Serve as a key contact for customers via phone and web inquiries.
• Enter sales orders into SAP as required.
• Update service cases in Salesforce as interactions occur.
• Receive spare part requests and process orders accurately.
• Perform other duties or projects as assigned by the Service Manager.

Skills

Customer care

Verbal & written communication

Problem solving

Attention to detail

Team collaboration

MS Office

Education

HS Diploma or GED

Associate degree preferred

Tools

Salesforce

SAP

ERP systems

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.

Your ZEISS Recruiting Team:

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).

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. 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.

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!