The Manager of Customer Care is responsible for coordination and management of all sales and service administration personnel.
This role oversees order management for all customer requests, and tracks the associated metrics to ensure the functions within the department are optimal. Additonally, the role manages the day-to-day operation of a high volume call center supporting inbound phone inquiries from customers and business partners, ensuring sufficient staffing is available during all hours of our work day to handle all in-coming customer calls to provide our customers a world class contact experience. Lastly, the role also oversees the reception area for CZ Canada and CZV Canada.
At all times, conduct in accordance with company guidelines and standards is expected.
This role is in charge of creating and maintaining a tailored coaching plan for each report. The coaching plan should include steps for improvement and involve dialogue and discussion.
This role oversees order entry, order management, processing and dispatching of customer service request(s) and invoicing. Processes associated with these actions are the responsibility of this role– ensuring that all reports are trained and understand the processes.
This role ensures that the customer service 800 line is staffed to meet customer needs during pre-defined business hours.
This role is a working manager, must be able to assist the team by working directly with customers for full cycle of service functions when needed.
This role maintains alignment with the Sales and Service management teams to stay informed about strategies and future plans, and to address any interface issues that may arise.
This role monitors metrics for performance, accuracy and improvement and provides monthly performance metrics to Management.
This role will regularly interact with counterpart personnel at factory sites including Oberkochen, Goettingen, Jena, Cambridge, Peabody and Pleasanton.
This role completes the annual review/ZEISS talk for all reports and implements any necssary corrective actions.
This role must, at times, work directly with Customers to address and resolve complaints and issues.
This role supports ZEISS product management to ensure that product data is current and complete (as necessary) when issues are discovered at the time of order entry.
Promotes at all times the “team concept” within the CZC organization.
Participation in ad hoc meetings as required.
Superior customer focus with strong knowledge of ZEISS products and services, business segments, etc.
Exceptional analytical and interpersonal skills required including ability to effectively manage conflict as well as coach and develop personnel to achieve high performance work teams.
Demonstrated leadership and order management skills with excellent written/oral communications skills.
Understanding of human and team behavior and performance, the methodology of learning and motivation, and strategies for assessment and enhancement.
Good presentation skills are required, including strong skills with MS Excel, Powerpoint and Word.
Bilingual (English and French) Ability to communicate and work cross-culturally and specifically with parent organization including with factory counterparts/personnel.
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.