Job Description

THIS POSITION IS 100% REMOTE!

The Customer Support Administrator provides the initial interface for customers, business partners and internal colleagues for service-related inquiries received via multiple communication channels well as administrative support for subsequent field service processes. The position both provides value-add contribution to and takes ownership of the customer’s experience when contacting ZEISS. Additionally, the position prioritizes and advocates for the customer and acts as a brand ambassador. In this position, the Customer Support Administrator will effectively triage a customer’s inquiry, evaluate the urgency of the request, identify the proper course of action and execute independently and accurately for the most efficient pathway towards resolution for the customer. The position supports field service activities by issuing quotations, assigning service orders to Field Service Engineers, and ensuring timely and accurate billing for completed onsite service visits. This includes troubleshooting of any problems associated with these processes, quickly engaging additional resources for support, and identifying opportunities to elevate customer experience. The position requires advanced problem solving, critical thinking and communication (written/verbal) skills, which are supported by accurate data entry.

We are looking for people who are keen to try something new:

• Responsible for effectively handling all customer, business partner, and internal inquiries routed through the Research Microscopy Solutions Customer Interaction Center.
• Provide administrative support and correctly execute systemic business transactions to support end-to-end service delivery.
• Take ownership of providing customer support levels to align with ZEISS service expectations and prioritize responsibilities required to deliver prompt service turnaround to customer base.
• Maintain regular control reports to ensure accuracy and proactively correct any oversights that may compromise customer care.

You are:

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

In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together. JOIN US TODAY. INSPIRE PEOPLE TOMORROW.

Company Description

Carl Zeiss Inc- an internationally leading technology enterprise operating in the fields of optics and optoelectronics. Carl Zeiss Inc- solutions contribute to world optics development and technological progress. With our passion for excellence, we create value for our customers and inspire the world to see in new ways.