Customer Support Administrator

About Us:

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is fully remote but you must be located in Central or Western time zones.

What’s the role?

As a Customer Support Administrator, you get to work with an astonishing team that plays a vital role Customer Support for ZEISS Research Microscopy Solutions Customer Interaction Center.

The Customer Support Administrator is 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 both provides value-add contribution to and takes ownership of the customer’s experience when contacting ZEISS. Success in this role requires a dedication to customer experience, along with the ability to absorb and apply information practically and effectively, think critically, and problem solve.
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 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.

Sound Interesting? Here’s what you’ll do:

• 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 assign service orders to field service team with appropriate billing scenario applied

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

• Work with engineers within assigned region to review, complete, and bill all completed service reports 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 to provide 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 com