Customer Support Coordinator - Elevate Service Delivery

zeissgroup; Lutterworth; On-site; GBP 26,000 - 34,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Customer focus

Collaborative mindset

English communication

Tools

SAP S/4HANA

Salesforce

Microsoft Office

Job description

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.