Customer Service Operations Manager - Zeiss Group

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 White Plains, NY.

What's the role?

As a Customer Service Operations Manager , you get to work with an astonishing team that plays a vital role in RMS Customer Service.

The Customer Service Operations Manager is responsible to oversee daily customer and internal engagement for the Customer Interaction Center and Service Support functions of the business, ensuring the delivery of exceptional customer service, and driving operational efficiency and continuous improvement within the customer service department. This leadership role engages as a partner to other departments, business partners, and ZEISS entities to provide our customers a world class contact experience. In this capacity, they are responsible for all related workflows to ensure that customers are receiving service and support to Zeiss quality standards and the department is operating towards accomplishing company and department goals and objectives. Scope of responsibility includes initial customer contact via email, phone, and chat channels, service request handling, field service support, purchase order management, post-service confirmation, and invoicing.

The Customer Service Operations Manager is a crucial role in ensuring high levels of customer satisfaction and engagement through effective leadership, coaching, and implementation of best practices and digital solutions. This includes leading by example, empowering the team and creating a positive and inclusive work environment where team members can thrive and succeed. proactive, and solution-oriented work environment through leading by example and promoting a team mentality and One ZEISS concept. Managing and maintaining high levels of customer service and projecting a professional company image consistent with the brand expectations is required.

Sound Interesting? Here's what you'll do:

Leadership and Management

• Provide guidance, support, and coaching to ensure high performance and productivity through empowerment.
• Set clear objectives, KPIs, and performance targets for the team, providing regular feedback on both work product and values.
• Ensure efficiency and accuracy throughout the end-to-end Customer Interaction / Service Support (and adjacent) processes via both transactional review developing and leveraging KPIs and other resources to ensure quality standards and compliance.
• Utilize data and analytics to evaluate team performance, identify trends, and generate insights to inform decision-making and strategy development.
• Contribute to the development of customer experience strategies, initiatives, and roadmaps to align with organizational goals and enhance customer satisfaction.
• Develop and deliver training programs for team members, focusing on system knowledge, communication skills, and customer service best practices.
• Empower the team by providing ongoing coaching and mentorship to support the professional growth and development of team members
• Maintain staffing and to meet customer needs throughout regular business hours by monitoring phone and email volume, making adjustments as needed for seamless customer interaction and service level performance.

• Oversee customer experience, including all inbound customer inquiries, service request handling via Customer Care Tickets, field service support, billing and Invoicing, including complaints and escalations, ensuring timely and effective resolution.
• Handle complex or sensitive customer issues and support team members in resolving challenging situations, collaborating and providing transparent communication to stakeholders throughout.
• Develop and maintain strong relationships with cross-functional colleagues and business partners, understanding the customer's needs and ensuring their satisfaction with our products or services.
• Proactively engage with customers to gather feedback, identify trends, and implement strategies to enhance customer loyalty and retention.

• Identify opportunities and implement strategies to improve processes and procedures, including the integration of new technologies, including Automation and AI, to enhance customer care capabilities, efficiency, and quality of service delivery.
• Collaborate with cross-functional teams to address systemic customer issues and drive continuous improvement.
• Oversee the utilization of all technologies and systems ensuring the effective use of Contact Handling platform, Case Management, CRM & ERP systems, available tools/resources, and communication channels.

• Ensure adherence to company policies, procedures, and regulatory requirements in all processes under purview
• Conduct quality assurance assessments to maintain service standards and drive continuous improvement, ensuring proper process controls are in place and evolve as needed
• Provide consistent transparency to leadership of KPIs via regular report preparation and/or dashboards.

• Provide support with special projects, meetings as requested by management.
• Other duties as requested by immediate Manager.

Adherence to all Company processes and procedures.

Do you qualify?

• Bachelors' degree preferred plus 2 years' experience OR minimum 8 years in customer service/care or related area
• Min. 3 years management experience
• Proven customer support experience with a track record of over-achieving goals
• Customer orientation and ability to adapt/respond to different types of personalities
• Ability to lead and motivate a team
• SAP CRM (or similar CRM) experience required
• SAP ERP (or similar operational system) experience preferred
• Contact Handling / Case Management system experience preferred
• Led, actively contributed to, or engaged as key user for a system rollout a plus
• Solid knowledge of computers and common software applications including MS Office Suite, with strengths in Excel, PowerPoint
• Excellent verbal and written communication skills
• Strong organizational skills with ability to follow up as needed.
• Ability to successfully perform duties and execute responsibilities from both a
  company-office and home-office based environment; consisting of primarily phone and
  PC work
  • Ability to travel (domestic and international), as required
  • Flexible working hours as required to meet needs of customers and SSC organization
  • Effective communication skills for all levels and backgrounds of workforce .

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!

The annual pay range for this position is $91,000 - $114,000

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:
Tina Eilerman

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).