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Customer Care Representative

Company: Carl Zeiss Vision
Location: Montgomery
Posted on: June 7, 2021

Job Description:

Customer Care Representative

Sherman Oaks, CA - or - White Plains, NY

Step out of your comfort zone, excel and redefine the limits of what is possible. That's just what our employees are doing every single day - in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

The Customer Care Representative will be responsible for managing all customer requests pertaining to full cycle order processing from order to delivery, returns, or general inquiries with a focus on customer satisfaction and operational efficiency.

We are looking for people who are keen to try something new:

  • Field day-to-day communication with internal and external customers via e-mail, call, web-based, portals, shared mailboxes, and EDI interface.
  • Create quotes, process dealer purchase orders, Expert Voice orders, to include purchase order collection and customer invoicing via web-based portals.
  • Address and resolve customer's inquiries by identifying the issue; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
  • Allocate orders in accordance with pre-determined delivery dates, customer priority, and inventory constraints along with management of the movement of sales to and from customer locations.
  • Partner with Sales, Operations and Supply Chain teams to meet and exceed all service levels.
  • Track national and international shipments, review carrier invoices for appropriate charges and provide Customs clearance support to our broker and carriers to include Automated Export System (AES) Filings and air waybill (AWB) creation and track shipments to ensure timely arrival.
  • Liaise with HQ to coordinate shipments and prepare shipping documentation.
  • Identify opportunities to drive process improvements that positively impact the daily operations and ultimately the customer's experience.
  • Process returns, exchanges, and cancellations including arranging transportation of product returns.
  • Research all return orders and create commercial invoices based on import documents and approval from trade compliance; help assure proper replacement for warranty/early failure/DOA parts.
  • Liaise with Warehouse, Headquarters, and Field Service Representatives to achieve a 2-day turnaround on all Return Orders.
  • Assist running daily reports; Inventory reporting, Delivery Due List, organize shared folders and mailbox, and Monitor status of new sales and follow-up with appropriate departments.
  • Handle administrative tasks of the department (mail distribution, supply orders etc.) including other job-related duties as assigned.

You are:

  • Bachelor's Degree in Business (preferred)
  • Minimum 2-4 years of experience in relevant functions
  • ERP/CRM system experience (SAP and Sales Force preferred, respectively)
  • Strong analytical, problem-solving and technical skills (Excel proficiency required)
  • E-commerce, US retailer/National Account and 3PL experience a plus
  • Working hours are 8am to 5pm with a one-hour break for lunch to ensure coverage during business hours.
  • This is an office-based position located in either the Sherman Oaks, CA facility or the White Plains, NY headquarters requiring in-office presence.

In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.

Online Application

Keywords: Carl Zeiss Vision, Kalamazoo , Customer Care Representative, Other , Montgomery, Michigan

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