Customer Support & Solutions Coordinator

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

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.