Customer Care Representative

ZEISS • Minneapolis, MN

17h • Hybrid

About The Position

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.

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.

Nice To Haves

• Visio and PowerPoint are helpful

Responsibilities

• Review and process customer purchase orders for Software Maintenance Agreements (SMA), ZEISS Care, internal software licenses and Metrology Services.
• Verify price, part number, scheduled ship date, special instructions, and internal coding, according to customer PO and Customer Care work instructions.
• Process account set-up requests for new customers.
• Enter SMA contract to align with quote.
• Communicate with internal departments such as Purchasing, Warehouse/Shipping, Sales, Inside Sales, ZEISS Distributors, and customers.
• Acknowledge customer sales orders.
• ZEISS Digital Customer Companion (DCC) management and Webshop administration.
• Assist customers that are unable to sign into their account.
• Hourly review and clear blocked Webshop orders.
• Manage Webshop email box and respond to inquiries.
• Manage and Develop processes for SF&G Bench repairs and COMET panel calibrations.
• Proficiency in processing bench repair and comet panel calibration orders.
• Regularly review processes to seek efficiency gains and streamline.
• Responsible for direct purchase spare parts quotes as requested by customers.
• Confirm customer owns the metrology device and is eligible to receive a quote.
• Ensure the correct part number is quoted.
• Ensure the correct freight terms are quoted.
• Works cross functionally with all ZEISS departments to facilitate flawless order processing and management.
• Efficient and timely response to customer inquiries and requests.
• 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.
• Assure that the quote and purchase orders freight and payment terms match.
• Engage the customer and the salesperson as required to reach agreement.
• Coordinate and monitor all after sale activities.
• Monitor shipment and delivery of parts and accessories.
• Assist customers with questions regarding lead time, pricing, availability, returns, and DCC as well as other questions and issues.
• Review and understand the Denied Parties customer list and Legal Control.
• Maintain open order report.
• Ensures that all purchasing documents and appropriate correspondence are attached to sales orders.
• Meet all financial and quality audit standards for document archives.
• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree