Customer Service Lead

at  ZEISS Group

Position Summary:
Oversees the daily operations of the customer service department and ensures that customer inquiries and complaints are addressed in a timely and efficient manner. The lead will manage a team of customer service representatives, monitor performance metrics, and develop strategies to improve customer satisfaction and retention.
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!
Location/Region: This position is located in Montreal area.
What’s the role?
As a Customer Service Lead, you get to work with an astonishing team that plays a vital role in Carl Zeiss Vision Canada. Show case your skills and experience with process enhancement.
Sound Interesting?

Here’s what you’ll do:

• Answers phone calls and emails – takes orders, responds to complaints and inquiries
• Responds to escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner
• Manages phone system – transfer, park, voice mail
• Follows-up on customer requests, orders and any further issues promptly
• Handles order entry of new jobs with DVI system
• Ensures periodic and methodical transmissions of orders
• Opens daily delivery boxes and receives frames
• Processes customer credits
• Ensures follow-up of late jobs
• Participates in meetings
• Prioritizes, assigns, and supervise the work of all Customer Service Representatives
• Assume complex and specialized customer relation situations involving upset and dissatisfied customers
• Train new customer service agents
• Ensure implementation of new processes within customer service team
• Coordinate workflow process in between Montreal and Toronto
• Order office supplies
• Report issues to manager
• Can be delegated additional tasks during manager’s absence
• Other duties as assigned

Do you qualify?

• Post secondary degree from an accredited institution is preferred.
• Must be bilingual (English/French)
• Knowledge of ZEISS lenses is an asset
• Typing speed of 40 wpm is an asset.
• 1-2 years call center experience or customer service experience is preferred
• 1-2 years of supervisory experience is preferred
• Knowledge of optical lenses is preferred
• Work under pressure and multitasking
• Able to solve problems independently
• We have amazing benefits to support you as an employee at ZEISS!
• Medical
• Vision
• Dental

• Answers phone calls and emails – takes orders, responds to complaints and inquiries
• Responds to escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner
• Manages phone system – transfer, park, voice mail
• Follows-up on customer requests, orders and any further issues promptly
• Handles order entry of new jobs with DVI system
• Ensures periodic and methodical transmissions of orders
• Opens daily delivery boxes and receives frames
• Processes customer credits
• Ensures follow-up of late jobs
• Participates in meetings
• Prioritizes, assigns, and supervise the work of all Customer Service Representatives
• Assume complex and specialized customer relation situations involving upset and dissatisfied customers
• Train new customer service agents
• Ensure implementation of new processes within customer service team
• Coordinate workflow process in between Montreal and Toronto
• Order office supplies
• Report issues to manager
• Can be delegated additional tasks during manager’s absence
• Other duties as assigne