Hybrid Customer Care Representative

Posted 3 weeks ago

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About the role

  • Review and process customer purchase orders for Software Maintenance Agreements (SMA), ZEISS Care, internal software licenses and Metrology Services.
  • Verifying 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.
  • Review and process customer purchase orders according to established process.
  • Assure that the quote and purchase orders freight and payment terms match.
  • Coordinate and monitor all after sale activities.

Requirements

  • Associate degree plus 2 years of relevant experience OR 4+ years of experience in customer service/customer care, sales support, or related area in a corporate setting.
  • 1 or more years’ experience with accounting/finance related tasks preferred.
  • Proficient in the use of a PC and Keyboard as well as Microsoft Office (Outlook, 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.
  • Above average ability in the following skills: Written and verbal communication, Service orientation, Attention to detail, Time management, Teamwork, Problem solving, Handling stress.

Benefits

  • Medical
  • Vision
  • Dental
  • 401k Matching
  • Employee Assistance Programs
  • Vacation and sick pay

Job title

Customer Care Representative

Job type

Experience level

JuniorMid level

Salary

$45,000 - $56,000 per year

Degree requirement

Associate's Degree

Location requirements

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