Job Description

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