Hybrid Customer Care Representative

at ZEISS Group

• Job title: Customer Care Representative
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $45,000 - $56,000 per year
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Minneapolis, United States

About the role

• Customer Care Representative handling customer inquiries and processing orders for Metrology Services. Collaborating with various departments to ensure timely order fulfillment and support customers effectively.

Responsibilities

• 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