Customer Care Representative - Wixom, MI Job at ZEISS Group
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.
Primary Duties and Responsibilities:
- 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.
Experience and Education Requirements:
- 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
- SAP experience preferred
Your ZEISS Recruiting Team:
Tracy Hollstadt
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