WIP Management Specialist, Customer Service

ZEISS Group•Hebron, KY

About The Position

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. WIP Management Specialist, Customer Service, constitutes a mid-level position that requires minimum supervision. Representative is required to have excelled at the customer service agent level, while showing the ability to take on more senior level tasks. The Representative assists with tracking, analyzing, and monitoring job flow. The Representative will collaborate intercompany to ensure communication is provided for order movement. The WIP Management Specialist will be responsible for collecting and providing data from the WIP Status Report. The Representative is the customer’s ambassador and shows responsibility and accountability for any commitments by our company to our customers.

Requirements

4-5 years of ZEISS customer service call center experience or equivalent optical experience
Optical technician experience
Proficient in Excel
Experience using computer and Microsoft Office Suite (Outlook, Word, etc. or equivalent)
Experience with ZEISS management systems (i.e., DVI, SAP, Eyefinity, Portal or equivalent)

Responsibilities

Troubleshoots and investigates issues with jobs in accordance with standard processes and procedures.
Maintains reporting for multi-breakage and distributes to CS leadership
Maintains accounts by reviewing orders for stalled/delays, coordinates meetings (as needed), and reports escalations
Monitors wait for frame orders, runs necessary reports, and distributes to CS leadership
Supports lab management (as needed) with reporting, identifying gaps in operations and processes, and attends WOW weekly meetings
Follows-up on leadership requests, orders and/or any further issues in a timely manner.
Documents and reports pertinent feedback to management in timely manner.
Identifies and escalates order issues.
Follows safety standards and reports any safety concerns to leadership.