Customer Care Administrator

• *ZEISS in India**

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports \& Cine Optics.

ZEISS India has 3 production facilities, R\&D center, Global IT services and about 40 Sales \& Service offices in almost all Tier I and Tier II cities in India. With 2200\+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace.

Further information at ZEISS India.

• *Key Responsibilities (Main Accountabilities):**

• *Order Punching:** Efficiently input customer orders into the system to ensure accurate processing **Order Follow\-Up (End\-to\-End):** Monitor orders from initiation to completion, verifying each step is followed correctly and ensuring timely fulfillment. **Digital Platform Support:** Provide comprehensive support for ZEISS’s digital ordering/CRM platforms to enhance user experience and operational efficiency. **Timely Deliveries:** Follow up on orders and coordinate logistics to ensure all deliveries are completed on schedule, addressing any delays proactively. **Stock Accuracy Maintenance:** Regularly check and maintain inventory records for accuracy, preventing stock discrepancies. **Smooth MSP Operations:** Oversee **MSP** operations to ensure they run seamlessly, coordinating with MSP teams as needed. **Complaint Management:** Document customer complaints and **escalations**, report them appropriately, and work towards prompt resolution within defined TATs (turnaround times). **Delivery Coordination:** Organize and schedule deliveries, ensuring efficient distribution and fulfillment of customer orders. **Accompaniments Handling:** Maintain and issue all necessary accompaniments (accessories, documents, etc.) required with orders, ensuring they are provided as needed. **Optimal Inventory Levels:** Keep inventory at optimal levels to meet customer demand without overstocking, through regular monitoring and restocking as needed. **Proactive Customer Updates:** Provide **proactive information** to customers about their orders (e.g. delays or issues) to manage expectations and maintain customer trust. **Ongoing Stock Monitoring:** Continuously monitor stock and maintain accuracy of inventory data to support smooth operations. **Lens Delivery Management:** Manage the delivery of ophthalmic lenses, ensuring they are dispatched and reach customers/partners promptly and in good condition. **Multichannel Communication:** Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high\-quality customer service. **Working –** 6 days working and as per business Sunday also work and same week available comp off.

• *Other Key Result Areas:**

• **Order Diversion \& Tracking:** Divert and track orders to/from other MSP locations as necessary, ensuring efficient fulfillment across multiple service points.
• **Stock Receipt \& Organization:** Unpack incoming products, verify and **validate** received items, and organize stock on racks to maintain an orderly inventory.
• **Sales Support (Outbound Calling):** Conduct outbound calls to support sales initiatives, assist customers (and optometry partners) with product inquiries, and follow up on leads or pending orders.
• **Data \& Reporting:** Provide relevant data and prepare regular reports for management or other departments as required to support decision\-making.
• **Cross\-Functional Assistance:** Support other departments (e.g. Marketing, Administration, Supply Chain Management) with customer\-related tasks or coordination, as needed.
• **Payment Collections:** Assist with payment collection processes by making follow\-up calls to customers and coordinating with the finance team on any outstanding payments.
• **Billing \& Documentation:** Ensure customer invoices and Statements of Account (SOA) are issued and delivered to clients within stipulated timelines, maintaining proper documentation for all transactions.

• *Required Qualifications:**

• **Education:** Bachelor’s degree (minimum **graduate** level qualification).
• **Experience:** Approximately **3\+ years** of experience in a customer care or customer service role (front\-line support), preferably in the **optical/vision care** industry.
• **Language Proficiency:** Excellent command of English (both written and spoken) is required; **Local Language** fluency is strongly preferred for broader client communication in India.
• **Industry Knowledge:** Familiarity with **optometry** or **ophthalmic products** is an advantage (candidates with a background in vision care or optics are preferred)

• *Essential Skills:**

• **Communication:** Outstanding verbal and written communication skills, with professional phone and email etiquette for handling customer and partner inquiries.
• **Technical Proficiency:** Competency in using computers and standard office software (especially MS Excel for reports) and ability to work with CRM/ERP or order management systems.
• **Problem\-Solving:** Strong problem\-solving and troubleshooting abilities, with the patience and empathy to handle customer complaints and complex issues effectively.
• **Multitasking:** Ability to manage multiple orders and inquiries simultaneously while maintaining attention to detail and accuracy in data/information recording.
• **Customer Focus:** **Customer\-first attitude** with a proactive approach to service; capable of keeping customers informed and satisfied even under pressure.
• **Team Coordination:** Excellent interpersonal skills and a collaborative mindset to work closely with cross\-functional teams (Sales, Logistics, Labs, MSP, etc.) and ensure all stakeholders are aligned.
• **Process Orientation:** **Attention to detail** and a process\-driven mindset, following company procedures and compliance standards for all service and order management tasks.

• *Required Qualifications:**

• **Education:** Bachelor’s degree (minimum **graduate** level qualification).
• **Experience:** Approximately **3\+ years** of experience in a customer care or customer service role (front\-line support), preferably in the **optical/vision care** industry.
• **Language Proficiency:** Excellent command of English (both written and spoken) is required; **Local Language** fluency is strongly preferred for broader client communication in India.
• **Industry Knowledge:** Familiarity with **optometry** or **ophthalmic products** is an advantage (candidates with a background in vision care or optics are preferred)

Your ZEISS Recruiting Team

Itishree Pani