Customer Service Representative

Carl Zeiss Vision, Inc.; Town of Hebron (NY); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS is seeking a Customer Service Representative for our Eye Care network. You will handle a high volume of calls, take orders, and keep customers informed about order progress across the network.

This entry-level role functions as the customer’s brand ambassador, resolving basic issues and supporting sales and lab operations with timely follow‑ups and accurate information.

Qualifications

• High School Diploma or GED is required.
• 3–5 years proven customer service experience.
• Familiarity with email and Microsoft Office Suite.
• Basic keyboarding, 10-key.
• Previous optical experience preferred.
• Ability to multi-task, prioritize, and use time effectively.
• Strong verbal and written communication skills.
• Customer focus and adaptability.
• Willingness to learn optical skills.

Responsibilities

• Manage a high volume of incoming calls for order status checks, as well as taking orders.
• Perform all manual order entry functions for placing orders.
• Provide accurate estimated shipping dates.
• Follow‑up on customer requests, orders and/or any further issues in a timely manner.
• Document and report pertinent customer feedback to management in a timely manner.
• Follow safety standards and report any safety concerns to leadership.

Skills

Customer service

Order processing

Microsoft Office Suite

10-key

Multi-tasking

Communication skills

Optical knowledge

Relationship building

Education

High School Diploma / GED

Tools

Microsoft Office Suite

Job description

Job Overview

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!

Role Summary

Customer Service is the primary contact for our Eye Care Professionals, within the Zeiss network of labs. The team is the main liaison between our customers, sales and lab operations that assures information between all parties is accurate to the customer's satisfaction.

Customer Service Representative, entry level, handles a very high volume of calls daily, taking orders, as well as providing information to our customers on how their orders are progressing throughout the network. The Customer Service Representative is the customer's brand ambassador and shows responsibility and accountability by resolving basic product or service issues through clarifying the customer's complaint and following the escalation process as required.

Key Responsibilities

• Manage a high volume of incoming calls for order status checks, as well as taking orders.
• Perform all manual order entry functions for placing orders.
• Provide accurate estimated shipping dates.
• Follow‑up on customer requests, orders and/or any further issues in a timely manner.
• Document and report pertinent customer feedback to management in a timely manner.
• Follow safety standards and report any safety concerns to leadership.

Qualifications

• High School Diploma / GED required.
• 3–5 years proven customer service experience.
• Previous experience using a computer and familiarity with email and Microsoft Office Suite.
• Basic keyboarding skills to include 10‑key.
• Previous optical experience preferred.
• Ability to multi‑task, prioritize, and use time effectively.
• Ability to navigate multiple systems effectively.
• Basic understanding of order processing throughout the network.
• Strong verbal and written communication skills.
• High degree of listening and comprehension skills.
• Customer orientation and ability to adapt/respond to different personalities.
• Demonstrate a high degree of customer focus and a positive customer service attitude.
• Willingness and ability to learn optical skills and knowledge.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay
• The list goes on!

Position Type / Hours

This is a full‑time position.

Compensation

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer.

Zeiss provides Equal Employment Opportunity without unlawful regard to an applicant's 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).