Customer Care/Technical Support Representative

ZEISS•Hebron, KY

8d•Hybrid

About The Position

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.

Requirements

HS Diploma or GED required
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.
Excellent interpersonal skills (verbal & written) to effectively serve all customers.
Strong trouble shooting skills; Problem solving mindset with attention to detail.
Aptitude to quickly become proficient with these applications is required.
Proficiency with Microsoft Office products (Outlook, Excel, Word, Power Point, Teams)

Nice To Haves

Associate degree preferred.
Knowledge of hunting firearms and ballistics is preferred.
ERP and Salesforce experience is strongly preferred.

Responsibilities

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.