WIP Management Specialist, Customer Service

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!

What's the role?

Customer Service is the primary contact for our Eye Care Professionals, within the Zeiss network of labs.

The team is the main liaison between our customers, sales and lab operations that assures information between all parties is accurate to the customer's satisfaction.

WIP Management Specialist , Customer Service , constitutes a mid-level position that requires minimum supervision.

Representative is required to have excelled at the customer service agent level , while showing the ability to take on more senior level tasks.

The Representative assist s with tracking, analyzing, and monitoring job flow .

The Representative will collaborate intercompany to ensure communication is provided for order movement.

The WIP Management Specialist will be responsible for collecting and providing data from the WIP Status Report.

The Representative is the customer's ambassador and shows responsibility and accountability for any commitments by our company to our customer s .

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



* Troubleshoots and investigates issues with jobs in accordance with standard processes and procedures .



* Maintains reporting for multi-breakage and distributes to CS leadership



* Maintains accounts by reviewing orders for stalled/delays, coordinates meetings (as needed), and reports escalations



* Monitors wait for frame orders, runs necessary reports, and distributes to CS leadership



* Supports lab management (as needed) with reporting, identifying gaps in operations and processes, and attends WOW weekly meetings



* Follow s -up on leadership requests, orders and/or any further issues in a timely manner.



* Documents and reports pertinent feedback to management in timely manner.



* Identif ies and escalate s order issues .



* Follows safety standards and reports any safety concerns to leadership.

Do you qualify?



* 4-5 years of ZEISS customer service call center experience or equivalent optical experience


* Optical technician experience


* Proficient in Excel


* Experience using computer and Microsoft Office Suite (Outlook, Word, etc.

or equivalent)


* Experience with ZEISS management systems (i.e., DVI, SAP, Eyefinity, Portal or equivalent)
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