Customer Support

zeissgroup; Lutterworth; Presencial; GBP 26.000 - 34.000; Jornada completa

Descripción de la vacante

ZEISS in Lutterworth is seeking a Customer Support Coordinator to handle inbound customer inquiries, logging cases in Salesforce, and coordinating service orders with engineers. You will ensure timely updates and proactive communication to maintain high customer satisfaction.

You will process credits, returns, repairs and warranty replacements, generate quotes, and manage service contracts while collaborating with service managers and regional teams to deliver best-in-class support at all times.

Formación

• Strong customer focus and collaborative mindset.
• SAP S/4 experience preferred but not essential.
• Salesforce experience preferred.

Responsabilidades

• Ensure efficient use of Salesforce CRM, updating customers and internal stakeholders for high satisfaction.
• Enable accurate service order processing and invoicing in SAP.
• Process credits, returns, repairs and warranty replacements.
• Generate quotes for work orders and service contracts, manage service contracts and preventative maintenance.
• Liaise with customers and regional managers.
• General administration duties.
• Promote collaboration internally and with the customer.
• Investigate disputes and coordinate with credit control to ensure cash collection.
• Identify issues and work with support teams to solve root causes.
• Support continuous improvement in team processes and customer experience.
• Ensure compliance with complaints process and escalate as needed.
• Manage customer components booking in and out.

Conocimientos

Customer focus

Collaborative mindset

English communication

Herramientas

SAP S/4HANA

Salesforce

Microsoft Office

Descripción del empleo

Customer Support Coordinator - Lutterworth

The Service Support team are the primary contact for all customer support related to installed assets.

Deliver a consistent and high level of Customer Service, ensuring timely logging, high accuracy and proactive and detailed maintenance of cases with effective customer communication.

Work collaboratively with the Service / Applications Engineers, Service Managers and broader Customer Support Teams to deliver a best-in- class service.

The customer support team are ambassadors for the company, placing highest priority on meeting customer needs, meeting overall business performance targets.

Welcome to ZEISS.

ZEISS is an internationally leading technology company operating in the optics and optoelectronics industries. ZEISS is shaping technological progress and through its solutions is extending the horizon of the world of optics and associated areas.

ZEISS consists of four segments: Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets.

What you'll be doing.

• Ensure you are working efficiently within Salesforce CRM, proactively updating the customer and internal stakeholders to ensure maximum customer satisfaction. Creating, managing and closing cases efficiently and effectively.
• Enable accurate and timely service order processing & invoicing in SAP
• Processing credits, returns, repairs and warranty replacement goods
• Generating quotes for work orders and service contracts, administering service contracts and managing associated preventative maintenance actions.
• Liaising with customers and regional managers
• General administration duties
• Promote and deliver effective collaboration internally, and with the customer.
• Investigating and actioning disputes, processing credits. Working collaboratively with our credit control teams to ensure cash collection
• Identification of issues and working collaboratively with the appropriate support teams to solve at the root cause.
• Support continuous improvement in team processes and anything that adversely impacts the customer experience
• Ensure compliance at all time, compliant the complaints process to ensure both the Customer and Zeiss response are managed effectively. Escalating to the Customer Support Manager/Team Lead, or Service Manager as needed.
• Management of customer components booking in and out process.

What We’re Looking For:

• Strong customer focus, collaborative mindset
• SAP S/4 experience preferred but not essential

Salesforce experience preferred.

Microsoft Office skills at intermediate level

Good communicator, clear, concise, proactive

Candidate must be able to work quickly and efficiently in a pressurised environment with a good work ethic

We want you!

With motivation and passion, you’ll fit right in at ZEISS!

We’re looking for people who are empathetic and passionate, who are committed to achieving their goals, and who get excited about challenging topics. People who deliver top performance and push the limits of what’s possible. Who always strive to develop, accept responsibility, and take society into the future.