IQR Customer Care Operations Supervisor

Carl Zeiss SMT; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

ZEISS in Toronto, Ontario is seeking an IQR Customer Care Operations Supervisor to coordinate daily service and sales administration activities, including service order management, order entry, service billing, invoicing support, and related processes. The role emphasizes accurate processing, strong data quality, and responsive customer service.

The incumbent assigns priorities, monitors workflow, provides guidance and coverage, and manages a portfolio of service and sales administration tasks.

Responsibilities

• Coordinate daily Customer Care Administration activities, including service billing, sales administration, service order management, and order entry.
• Assign work, establish daily and weekly priorities, monitor workflow, and follow up on completion against established processing expectations.
• Provide day-to-day direction, clarification, and operational support to team members.
• Serve as the first point of escalation for routine billing, contract, order entry, service order, and administrative process issues.
• Provide regular updates to the PC Manager regarding workload, service levels, unresolved issues, operational risks, and recommended actions.

Job description

About Us:

How many companies can say they've been in business for over 180 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?

The IQR Customer Care Operations Supervisor is a hands-on working supervisor responsible for coordinating the daily execution of service and sales administration activities, including service order management, order entry, service billing, invoicing support, sales coordination, and related business processes. The role promotes accurate and timely processing, consistent application of established procedures, strong data quality, and responsive customer service.

The incumbent assigns daily priorities, monitors workflow, provides operational guidance and coverage, and personally manages an assigned portfolio of service and/or sales administration activities. The allocation of supervisory and transactional responsibilities may vary based on workload, business requirements, and team coverage.

Sound Interesting?

Reporting to the PC Manager - IQR Canada, the Supervisor serves as the first point of escalation for routine operational matters, identifies risks and improvement opportunities, and implements approved process changes. The PC Manager retains accountability for departmental strategy, budget, workforce planning, formal performance decisions, material policy or process changes, and significant business approvals.

Hands-on Service and Sales Coordination

Personally manage a defined portfolio of service orders, sales orders, service contracts, purchase orders, billing activities, or customer accounts.

Coordinate with customers, Sales, Field Service, Finance, and Supply Chain to obtain missing information and resolve order, billing, contract, and scheduling issues.

Provide operational coverage for team members during absences, peak-volume periods, month-end, and other critical business periods.

Handle complex, sensitive, or high-priority transactions within established authority and escalates material risks or exceptions to the PC Manager. Maintain sufficient involvement in daily transactions to identify recurring issues, provide effective coaching, and recommend process improvements.

Daily Team Supervision and Workflow Coordination

Coordinate daily Customer Care Administration activities, including service billing, sales administration, service order management, and order entry.

Assign work, establish daily and weekly priorities, , monitor workflow, and follow up on completion against established processing expectations.

Provide day-to-day direction, clarification, and operational support to team members.

Serve as the first point of escalation for routine billing, contract, order entry, service order, and administrative process issues.

Provide regular updates to the PC Manager regarding workload, service levels, unresolved issues, operational risks, and recommended actions. Ensure departmental activities are performed in compliance with ZEISS policies, procedures, working instructions, and applicable ISO standards.

Billing, Contract, and Order Entry Execution

Coordinate accurate and timely completion of monthly billing activities and support achievement of service revenue objectives.

Monitor order entry activities for accuracy, consistently, completeness, and alignment with established business processes. Monitor open billing, open invoice, contract, order, and purchase order issues and drive timely resolution with the appropriate process partners.

Partner with Finance, Field Service, Sales and Supply Chain to resolve transaction, documentation, and process discrepancies.

Maintain visibility of outstanding items and provide status reporting to the PC Manager.

Process Consistency and Continuous Improvement

Develop, maintain, and improve work instructions and process documentation for service administration activities.

Identify and implement process improvements focused on accuracy, standardization, efficiency, digitalization, and customer responsiveness.

Lead or support local and global improvement projects related to service administration processes and systems.

Coordinate user acceptance testing, system enhancement validation, and implementation support for related business processes.

Collect, analyze, and summarize information and trends to support process improvement efforts and management reporting.

Employee Leadership and Development

Pro