Customer Experience Specialist

• Engaging and proactive customer support: 
• Serve as main point of contact to customers purchasing Service orders, new/pre-owned ZEISS Systems (machines), System Retrofits, and/or solution Projects, from order receipt through successful installation for an established territory. 
• Works cross functionally with all ZEISS departments to facilitate flawless order processing, management, and installation.
• Initiating regular communication with customers, project managers, distributor partners, and/or ZEISS Affiliates keep them informed of their order status, any issues, and ensuring all relevant pre and post-delivery (training, installation checklist, logistics, Letter of Assurance, Export License, shipment documents, installation, etc.) processes are completed.
• Maintain System Booking Log and sales order details to facilitate dashboard functionality to simplify order management and automate information flow to sales, project managers, distributor partners, and customers.
• Responsible to work with Production, Planning, Purchasing and ZEISS affiliates to determine product availability and communicate to customers as required.
• Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment and show machines.
• Communicate and coordinate with customers the status and schedule of all service activities.
• Coordinate and monitor post order and post shipment communication which may include:
• Delivery and installation scheduling.
• Coordinating delivery requests with the Warehouse team
• Ensuring order dates are meticulously maintained according to SOP to facilitate EDI transfer
• Coordinating customer pick-up deliveries
• Responsible for assisting customers with freight damage claims as well as machine and product returns.
• Creating software maintenance agreement contracts for new North American Systems
• Financial and Quality Audit Compliance.
• Basic understanding of Legal Control and Denied Parties.
• Creation of down payment, progress payment, and/or proforma invoices
• Maintain open and closed customer order files.
• Ensures that all quality documents, appropriate correspondence and production information and invoices are kept in order.
• Meet all financial and quality audit standards for document archives.
• Provide backup support for all other order types and customer RFQs for small parts and accessories.
• Inform Supervisor and/or Manager of important developments, potential problems, and related information necessary for effective management.
• Support Supervisor and/or Manager as necessary with other tasks including but not limited to: producing reports, analysis and review of orders, special projects, process improvement initiatives, providing back up to other Customer Care areas, and other duties as directed or assigned.  Additional responsibilities may include acting as department contact, cover meetings, answer questions, and support team members in Supervisor or Manager’s absence..

• Do you Qualify?
• Bachelor’s degree plus 1-3 years of experience OR 7+ years of experience in customer service/care, sales administration, or related area.  Export experience a plus.
• Proficient in the use 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
• Excellence in the following skills:
• Written and verbal communication
• Service orientation
• Attention to detail
• Above average ability in the following skills:
• Time management
• Team work
• Problem solving
• Handling stress
• Self-motivation
• SAP experience preferred.
• Bilingual English/French preferred

Your ZEISS Recruiting Team:

Accommodation

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.