Customer Support & Service Coordination Specialist

Carl Zeiss Ltd.; Lutterworth; On-site; GBP 26,000 - 38,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

Salesforce

Tools

SAP S/4

Microsoft Office

Job description

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