Customer Support

Carl Zeiss Ltd.; Lutterworth; Presencial; GBP 26.000 - 38.000; Jornada completa

Descripción de la vacante

Carl Zeiss Ltd. is seeking a Customer Support Coordinator to join our Service Support team in Lutterworth. You will ensure efficient case handling in Salesforce, process service orders in SAP, and manage credits, returns and warranty actions.

The role requires strong communication, collaboration with regional managers, and a proactive approach to customer service. We value customer focus and a collaborative mindset; Salesforce experience is preferred, SAP S/4 experience is advantageous, and

Formación

• Strong customer focus with collaborative mindset; Salesforce experience preferred.
• Experience with SAP S/4 is preferred but not essential; intermediate Microsoft Office skills.

Responsabilidades

• Manage cases in Salesforce CRM, updating customers and internal stakeholders to maximise 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; administer service contracts.
• Liaise with customers and regional managers.
• General administration duties and internal collaboration to improve processes.
• Escalate complaints per the process and coordinate with credit control to ensure cash collection.
• Identify issues and work with support teams to root cause.
• Support continuous improvement of team processes and customer experience compliance.
• Manage customer components booking in and out.

Conocimientos

Salesforce

Herramientas

SAP S/4

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 Salesforce experience preferred.
• SAP S/4 experience preferred but not essential 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.

If you want to make a difference in return for great employee benefits and career development opportunities,

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people. In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together. Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS.

We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.