Customer Support

Zeiss Group; Market Harborough; On-site; GBP 28,000 - 36,000; Full time

Job summary

ZEISS is seeking a Customer Support Coordinator in Lutterworth to act as the frontline for customer service on installed assets. You will log, track, and manage cases with high attention to accuracy and proactive communication.

You will collaborate with Service Engineers, Managers, and regional teams to deliver best-in-class support, manage service orders in SAP, and ensure timely invoicing and issue resolution while maintaining compliant processes.

Qualifications

• 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

Responsibilities

• Manage cases in Salesforce CRM, update stakeholders, and close cases efficiently.
• Process service orders and invoicing in SAP accurately and on time.
• Handle credits, returns, repairs and warranty replacements.
• Generate quotes for work orders and service contracts; manage service contracts and preventive maintenance.
• Liaise with customers and regional managers.
• Perform general administration duties.
• Promote cross-team collaboration with customers.
• Investigate disputes, process credits, coordinate with credit control to improve cash collection.
• Identify issues and collaborate with support teams to address root causes.
• Support continuous process improvement affecting customer experience.
• Ensure compliance with complaints process; escalate to managers as needed.
• Manage booking in/out of customer components.

Skills

Communicator

Pressure handling

Customer service

Tools

Salesforce

SAP S/4

Microsoft Office

Job description

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:

• 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, then get in touch!

Your ZEISS Recruiting Team:

Abigail Hannaby, Farzana Rahman, Kate Benyon, Lara Haslam, Natarlee Lawrence, Suya Rolph