Customer Care / Technical Support Representative

About Us:

How many companies can say they've been in business for over 177 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 and technical support for ZEISS Consumer Products. While coordinating with repair, dealer service and sales teams, resolve consumer issues and drive high levels of customer satisfaction. Develop expert-level product knowledge to troubleshoot technical challenges, and effectively inform consumer purchase decisions. With the highest level of professionalism, be the resource our customers contact via phone and the web for assistance on all things ZEISS.

Sound Interesting?

Here's what you'll do:

• Present and available to answer customer phone calls, advising customers on sending product for repair, the repair process, warranty coverage, exchanges, technical support, and any other customer queries

• Coordinate customer activities with the other consumer products teams, keeping the Customer Care Manager aware of potential problems and escalations.

• Provide exceptional technical support to consumers for the entire catalog of ZEISS sports optics products.

• Maintain a "can-do" attitude while fielding, and driving the resolution of, customer issues.

• Be a key point of contact for consumers via phone, email, web-based inquiries, and voice mail messages.

• Coordinate with the service center to recommend appropriate product replacements and upgrades.

• Enter warranty replacement, repair estimate and sales orders into SAP as required.

• Accurately update service cases in Salesforce as contacts with customers occur.

• Receive consumer spare part requests and accurately process spare parts orders.

• Infrequently attend events or trade shows, as required.

• Other duties or projects as assigned by the Customer Care 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 customer mentalities.

• Strong trouble shooting skills; Problem solving mindset with attention to detail.

• SAP 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)

Work Location & Flexibility:

• Primary work location is Hebron, KY.

• Full-time remote work may be considered depending on the candidate's qualifications.

• Minimal travel may be required.

• Must have the ability to work remotely when needed.

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!

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).