Customer Service Representative

Carl Zeiss Vision, Inc.
United States, Kentucky, Hebron
1050 Worldwide Boulevard (Show on map)
Mar 25, 2025
Responds to, investigates and resolves any inbound customer requests and inquiries via phone, fax, mail, chat, instant message, and / or email in a timely & courteous manner, in particular receives, records and routes customer orders and order changes in an appropriate manner answers status requests on existing jobs and services in a timely and accurate manner manages difficult customer situations in a calm and professional manner Proactively contacts customers to follow up on customer requests, orders and / or any further issues in a timely manner (outbound activities), in particular notifies customers on any deviations from delivery or further commitments ahead of time maintains assigned accounts and special tasks prepares documentation Assists internal stakeholders with inquiries related to accounts, products, services & status of orders Documents contacts, actions and responses in the provided tools Helps to build customers' interest in new products (lenses, coatings) and services Actively gathers feedback and drives continuous improvement of services and processes to increase efficiency and free up time for value adding customer service 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 & 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 customer service background & experience or optical background & experience Willingness and ability to catch up on customer service and / or optical skills & knowledge (depending on individual background and experience) Solid Microsoft Office skills, in particular Excel and Word