Consumer Care Team Lead

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 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 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the role?

As the Consu mer 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 you're team to achieve shared goals.

The Customer Care Lead will handle customer interactions, including resolving inquiries and providing support to the team.

Sound Interesting?

Here's what you'll do:

Leadership and Development:


* Provide coaching and mentorship to team members, helping them develop their skills and reach their full potential.


* Conduct regular performance reviews, offering 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 departm...