Consumer Care Team Lead

About Us:

How many companies can say theyve been in business for over 177 years!

Here at ZEISS we certainly can! As the pioneers of science ZEISS handles ever-changing 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 42000 employees and have over 4000 in the US and Canada alone! Make a difference come join the team!

Whats the role

As the Consumer Care Team Lead you get to will work with a great team that plays a vital role in the success of ZEISS Consumer Products. This role will create process enhancements and foster a positive and productive work environment while ensuring our customers receive consistent high-quality service. This is a hands-on role that involves directly interacting with customers managing incoming and outgoing calls while working collaboratively with youre team to achieve shared Customer Care Lead will handle customer interactions including resolving inquiries and providing support to the team.

Sound Interesting

Heres what youll do:

Leadership and Development:

• Provide coaching and mentorship to team membershelping them develop their skills and reach their full potential.

• Conduct regular performance reviewsoffering constructive feedback and identifying areas for growth.

• Foster a collaborative and supportive team environment where communication flourishes.

• Point Person for department inquiries.

Operational Excellence:

• Monitor team performance metrics and identify opportunities for improvement.

• Implement new processes and procedures to streamline workflow and boost efficiency.

• Work closely with the Service Manager to coordinate and sustain productive interaction between your two teams.

• Ensure adherence to company policies and procedures.

Customer Focus:

• Solve escalated complex customer issues and provide resolutions exceeding expectations.

• Analyze customer feedback to identify trends and inform service improvements.

• Champion a customer-centric culture within the team.

Remote Team Leadership:

• Maintain clear and consistent communication with team members through various channels.

• Utilize remote collaboration tools effectively to keep the team connected and engaged.

• Build a strong team spirit and sense of community despite physical distance in a decentralized environment.

Additional Responsibilities:

• Participate in project development and implementation related to customer service initiatives including participation in SAP S/4 HANA implementation.

• Collaborate with other departments to ensure seamless customer experience.

• Remain up to date on industry trends and best practices in customer service.

Do you qualify

• Experience:Minimum 3 years of experience in a leadership role on a customer service teampreferably in a remote setting.

• Practical knowledge of the sports optics product segment (binoculars riflescopes spotting scopes digital thermal imaging etc.) necessary.

• Skills:Strong leadershipcoachingand mentoring skills.

• Excellent communicationinterpersonaland problem-solving skills.

• Proficient in customer service software and various collaboration tools.

• Ability to prioritize tasks and work effectively in a fast-paced environment.

• Qualities:Passion for customer service and exceeding expectations.

• Strong analytical and organizational skills.

• Ability to build rapport and trust with team members.

• Adaptability and resilience in a remote work environment.

Preferable experience:

• Hunting or shooting with knowledge in optics and ballistics.

• Application of optics for nature / wildlife observation

• SAP Salesforce & Workday experience

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).