Customer Support Administrator

ZEISS Group; Myrtle Point (OR); Remote; USD 50,000 - 58,000; Full time

Job summary

A global technology company is seeking a Customer Support Administrator to serve as the initial contact for customer inquiries. This fully remote position requires excellent communication and organizational skills, along with experience in a customer support role and familiarity with SAP CRM. The role involves handling customer inquiries, processing orders, and ensuring prompt service turnaround, all while adhering to company guidelines.

Benefits

Medical

Dental

Vision

401(k) savings plan with company match

Life & AD&D

Disability Insurance

Voluntary benefits such as Legal Plan, Pet Insurance and more

Qualifications

• Minimum three years in a similar customer support role with related experience.
• Experience in a service support/customer-facing environment.
• Excellent verbal and written communication skills.

Responsibilities

• Answer all incoming calls to the toll-free number in a timely manner.
• Ensure accurate data entry and maintenance of customer information in SAP CRM system.
• Create Customer Care Tickets in SAP CRM with accurate details.

Skills

Customer service skills

Time-management

Communication skills

Organizational skills

Education

Associates degree preferred

Tools

SAP CRM

MS Office Suite

Job description

Overview

About Us:

ZEISS is a global company with over 42,000 employees and more than 177 years in business. ZEISS pursues innovation and technology as keys to a sustainable future, offering solutions across segments including Industrial Quality & Research, Medical Technology, Consumer Markets, and Semiconductor Manufacturing Technology. This position is fully remote but requires availability from 7:30 AM PST to 4:10 PM PST, Monday to Friday, and occasional in-person training in White Plains, NY 1-2 times per year. Proximity to an airport is advantageous.

Position location and role summary: The Customer Support Administrator is the initial point of contact for customers, business partners, and internal colleagues for service-related inquiries. The role focuses on delivering exceptional customer service, enabling a positive customer experience, and applying information practically and effectively. After training, the administrator triages inquiries, evaluates urgency, identifies the proper action, and executes efficiently. The role supports field service activities by issuing quotations, assigning engineers, and ensuring timely and accurate billing for onsite service visits. Responsibilities include troubleshooting, engaging additional resources as needed, and identifying opportunities to enhance the customer experience. Customer inquiries come via multiple channels, so strong time-management skills and the ability to prioritize and maintain accurate information are essential. Strong interpersonal and written/verbal communication skills are required to be successful. All actions are conducted in accordance with company guidelines and standards.

What you’ll do

• Answer all incoming calls to the toll-free number in a timely manner and within service level thresholds.
• Ensure accurate data entry and maintenance of customer contact details and install base information in SAP CRM system.
• Maintain the customer support email inbox, respond to new inquiries within 4 hours, triage, and take actions per guidelines and procedures.
• Create Customer Care Tickets in SAP CRM with accurate account and install base details, customer billing status, and financial parameters.
• Process or route purchase orders for goods and/or services to the appropriate department.
• Provide administrative support and execute systemic business transactions to support end-to-end service delivery.
• Utilize qualifications and coverage resources to process and assign service orders to the field service team with appropriate billing scenarios.
• Create and issue quotations for billable service with input from Field Service.
• Collaborate with engineers to review, complete, and bill all completed service reports accurately and timely.
• Work with other departments to resolve service billing issues quickly.
• Identify opportunities for improvement and escalate areas of concern or roadblocks.
• Maintain service levels to align with ZEISS expectations and prioritize responsibilities to deliver prompt service turnaround.
• Maintain regular control reports to ensure accuracy and proactively correct oversights that may affect customer care.
• Provide administrative support with special projects (e.g., CAPA) as requested by management.
• Assist team members in resolving customer satisfaction issues and adhere to department processes.

Do you qualify?

• Associates degree preferred; or minimum three years in a similar customer support role with related experience.
• Experience in a service support/customer-facing environment.
• Experience with SAP CRM (or similar CRM) is required.
• Experience with SAP ERP (or similar ERP) is preferred.
• Working knowledge of computers and common software applications, including MS Office Suite.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to follow up and adapt as required.

Working Conditions and Special Demands

• Ability to work remotely from a home-office environment.
• Flexible working hours to meet customer and business needs.
• Ability to travel for meetings, training, facility, and/or customer visits.
• Regularly sit, stand, and walk; occasionally lift up to 50 lbs.

The annual pay range for this position is $50,000 to 58,000. The salary offered may be influenced by location, scope, qualifications, education, experience, and market factors. This position is eligible for a performance bonus or sales commissions.

Benefits

• Medical
• Dental
• Vision
• 401(k) savings plan (+ company match)
• Life & AD&D
• Disability Insurance
• Voluntary benefits, such as Legal Plan, Home/Auto, Pet Insurance, and more

Time-off

• 8+ holidays annually
• 10+ vacation days accrued annually
• 2+ floating holidays
• Sick days

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team: Tina Eilerman

ZEISS provides Equal Employment Opportunity without regard to any protected characteristic and in compliance with applicable laws.