Customer Support Administrator

As a Zeiss Customer Support Administrator, you are responsible for providing exceptional customer service as the initial point of contact for customers, business partners, and internal colleagues for service-related inquiries.  The position provides both value-add contribution to and takes ownership of the customer experience when contacting ZEISS.  Success in this role requires the ability to absorb and apply information practically and effectively, think critically, and problem solve. This position is fully remote within the following states (NV, AZ, NM, MT, WY, UT, CO, ID).

After an initial training period, the Customer Support Administrator will be able to triage a customer’s inquiry, evaluate the urgency of the request, identify the proper course of action, and execute efficiently and effectively.  The position supports field service activities by issuing quotations, assigning engineers, and ensuring timely and accurate billing for completed onsite service visits. Included throughout is troubleshooting, quickly engaging additional resources for support, and identifying opportunities to elevate customer experience.  

Customer inquiries are received via multiple channels, so it is essential to possess excellent time-management skills and in parallel, prioritize tasks effectively and maintain information accurately. As this role engages directly with customers, strong interpersonal skills, and the ability to communicate effectively (both written & verbally) are required to be successful. At all times, conduct in accordance with company guidelines and standards is expected.

Key Metrics:

• Net Promoter Score (NPS)

• CIC Performance Level (Time to Answer, Abandon Rate, % Calls Answered within Threshold)

• Service Order Time to Bill

• Age / % of Open Billing Issues

• Inquiry Processing Time

Primary Responsibilities:

Responsible for effectively handling all customer, business partner, and internal inquiries routed through the Research Microscopy Solutions Customer Interaction Center.

• Answer all incoming calls to the toll-free phone number timely and within service level threshold.

• Ensure accurate data entry and maintenance of customer contact details and install base information in SAP CRM system.

• Maintain customer support email inbox, addressing new customer inquiries within 4 hours of initial receipt, effectively triaging, and taking appropriate actions following defined guidelines and procedures.

• Create Customer Care Tickets in SAP CRM system ensuring customer issues are captured along with accurate account and install base details, customer billing status, and financial parameters.

• Perform detailed review and process or route to the appropriate department all purchase orders received for goods and/or services.

Provide administrative support and correctly execute systemic business transactions to support end-to-end service delivery.

• Utilize qualification and coverage resources to process and dispatch service orders to field service team with appropriate billing scenario applied (as needed).

• Create and issue quotations for billable service with input from Field Service.

• Work with engineers within assigned region to review, complete, and bill all technically complete service orders accurately and in a timely manner.

• Collaborate with other departments for fast resolution of any service billing issues.

• Engage in opportunities for improvement and escalate areas of concern and/or roadblocks.

• 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.

• Provide administrative support with special projects (ie. CAPA) as requested by management.

• Assist team members in resolving any customer satisfaction issues.

• Adhere to all department processes and procedures.

Experience & Educational Requirements:

• 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.

• Strong organizational skills with ability to follow up and adapt as required.