Customer Care Representative

Job Title

This position contributes to our goal of providing our customers with superior aftermarket care. This position is responsible for effective and timely communication and problem resolution relating to facilitating and managing order fulfillment activities related to: Software Maintenance Agreement contracts (SMA), processing request for quotes, Metrology Services order entry and invoicing, spare parts and styli/accessory order processing, SF&G bench repair and COMET panel calibrations/repairs, open sales order monitoring, escalation, and management.

The position requires strong attention to detail, an intense focus on customer satisfaction, works effectively with all internal departments, and the ability to identify opportunities for process improvement and implement changes in a timely and organized manner.

Here's what you'll do:

• Review and process customer purchase orders for Software Maintenance Agreements (SMA), ZEISS Care, internal software licenses and Metrology Services.
• ZEISS Digital Customer Companion (DCC) management and Webshop administration
• Manage and Develop processes for SF&G Bench repairs and COMET panel calibrations
• RFQ Processing
• Engaging and proactive customer support
• Responsible to work with Production, Planning, Purchasing and ZEISS affiliates to determine product availability and communicate to customers as required.
• Review and process customer purchase orders according to established process.
• Coordinate and monitor all after sale activities
• Financial and Quality Audit Compliance
• Inform Manager of important developments, potential problems, and related information necessary for effective management.
• Support Manager as necessary with other tasks. In addition to reports, analysis and review of orders, special projects, process improvements, and other duties as directed.

Do you qualify?

• Associates degree plus 2 years of relevant experience OR 4+ years of experience in customer service/care, sales support, or related area.
• Proficient in the use of a PC and Keyboard as well as Microsoft Office (Word and Excel required, Visio and PowerPoint are helpful)
• Demonstrated ability to read, write, speak, and understand English
• Ability to add, subtract, multiply, divide, and calculate percentages is necessary
• Above average ability in the following skills: Written and verbal communication, Service orientation, Attention to detail, Time management, Teamwork, Problem solving, Handling stress

The hourly pay range for this position is $21.63 - $26.92 ($45,000 $56,000).

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Paid time off including vacation, personal, and sick days
• The list goes on!

The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team: Holly Greenwood-Mosher, Kyle Lota

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).