ZEISS Vision Care is a strategic business unit within the ZEISS Consumer Markets segment, dedicated to supporting eye care professionals with innovative products, technologies, and solutions across the ophthalmic value chain. In Southeast Asia, ZEISS Vision Care continues to strengthen its presence and capabilities to better serve customers and patients across the region.
Primary duties and responsibilities
Customer Excellence
- Lead day-to-day customer service team, ensuring timely and professional responses to all partner and ECP inquiries across all channels
- Act as the first escalation point for service issues, driving service recovery with a solution‑focused approach, empathy, speed, and strong ownership to turn issues into positive brand moments.
- Deliver service experience to our customers – marked by attentiveness, professionalism and deep product understanding.
- Ensure the team delivers a premium service experience marked by attentiveness, professionalism, and product understanding.
- Set and uphold service KPIs aligned to premium standard, such as first response excellence, full resolution ownership and proactive communication.
- Collaborate with Commercial, Professional service and Operation team to continuously elevate frontline service standard, ensuring every team members delivers a consultative, brand aligned experience.
Order Fulfillment
- Oversee the complete order-to-delivery cycle, ensuring accuracy in orders, custom specifications, delivery timelines.
- Coordinate closely with Logistics teams to ensure smooth daily processing and fulfillment flow.
- Implement controls to reduce errors and delays while maintaining service quality for high-value lens products.
- Manage urgent or priority orders and ensure timely updates to stakeholders.
Quality Assurance & Process Compliance
- Ensure all customer orders, service processes, and fulfillment activities adhere to internal SOPs and quality standards.
- Monitor trends in customer complaints, returns, and errors to identify root causes and lead corrective/preventive actions (CAPA).
- Support internal and external audits related to customer service and fulfillment processes.
Process Improvement & System Support
- Identify service and process gaps and recommend or implement process enhancements to improve team efficiency and customer experience.
- Prepare and maintain regular reports and dashboards on service levels, order accuracy, turnaround time, complaints, and other operational metrics for internal reviews and partner meetings.
Team Support & Cross-functional Collaboration
- Lead, coach, and support customer service and order processing team members, ensuring clarity of roles, priorities, and expectations.
- Conduct regular check‑ins, feedback sessions, and performance discussions; identify skill gaps and support training, onboarding, and capability development.
- Foster strong communication and alignment between Commercial, Operations, Supply Chain, teams to ensure a connected and consistent customer journey.
- Represent Customer Service & Order Fulfillment in relevant internal meetings and cross‑functional projects, sharing customer insights and operational perspectives
Qualification
- Bachelor's degree in business administration, Supply Chain, Customer Service, or a related field.
- 4 years relevant work experience in logistics or quality management a plus.
- Prior experience within the optical industry is desirable.
- Optical Industry Knowledge: Understanding of optical lens, edging, fitting, and industry standards.
- Customer Service Management: Familiarity with customer service processes, CRM tools, service recovery, and escalation handling.
- Data Analysis & Reporting: Ability to interpret operational data, KPIs, and performance dashboards
- Able to working on Saturday for half-day
Our Benefit
- Annual Leave 14 - 21 days
- Family care Leave
- Birthday Leave
- Group Insurance (IPD, OPD)
- Dental Claim
- Provident Fund (Employee up to 5%, Employer up to 7%)
- Free ZEISS Eyes lens
- Service Year Award
- Annual Health Check-up
- Celebration Events such as Kick-off, Outing, Townhall, Year End, Company Merit and etc.
- Any other support such as Wedding gift, Newborn gift, Funeral support
