Customer Service Operations Manager

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 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.

Customer Advocacy and Engagement

• 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