Customer Support

ZEISS Group; Lutterworth; On-site; GBP 24,000 - 32,000; Full time

Job summary

ZEISS is seeking a Customer Support Coordinator in Lutterworth to provide high-level support for installed assets. You will log and manage cases in Salesforce, coordinate with Service Engineers and ensure accurate orders in SAP.

You will handle credits, returns, repairs and warranty replacements, generate quotes, and maintain clear customer communication. A proactive, collaborative approach is essential to meet customer needs and service targets.

Qualifications

• Customer-focused and collaborative
• Excellent communication, proactive problem solving
• Experience with Salesforce preferred

Responsibilities

• Ensure you are working efficiently within Salesforce CRM, proactively updating the customer and internal stakeholders to ensure maximum customer satisfaction.
• 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.

Skills

Customer focus

Strong communicator

Salesforce experience

Tools

Salesforce CRM

SAP S/4HANA

Job description

Customer Support Coordinator - LutterworthThe 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 mindsetSalesforce experience preferred.SAP S/4 experience preferred but not essentialMicrosoft Office skills at intermediate levelGood communicator, clear, concise, proactiveCandidate must be able to work quickly and efficiently in a pressurised environment with a good work ethicWe 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.If you want to make a difference in return for great employee benefits and career development opportunities, then get in touch!Your ZEISS Recruiting Team:Abigail Hannaby, Farzana Rahman, Kate Benyon, Lara Haslam, Natarlee Lawrence, Suya Rolph