Customer Experience Specialist at ZEISS Group

About Us:

How many companies can say they’ve been in business for over 179 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is located in Toronto area.

What’s the role?

This position contributes to our goal of providing our customers with superior buying experience through proactive communication. This position will be managing the ZEISS buying experience from order receipt to final delivery and installation of goods.

Responsible for effective and timely communication and problem resolution relating to order entry, production coordination, delivery, and installation for assigned territory and/or order category. Works effectively with all internal departments, ZEISS affiliates, and/or international CZ Sales to facilitate sales activity. Actively works to improve current processes and participates in projects as assigned.

The person will support the deployment of Field Service Technicians within Canada for all Zeiss machine installations, calibrations, repairs and pack & move requests.

Provide back-up support for all Customer Care functions (e.g., customer RFQ’s, spare parts and styli/accessories order processing, Software Maintenance Agreement contracts (SMA), ZEISS Digital Customer Companion (DCC) management and Webshop administration).

Sound Interesting?

Here’s what you’ll do:

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

We have amazing benefits to support you as an employee at ZEISS!

Medical

Vision

Dental

Employee Assistance Program

Vacation and sick pay

The list goes on!

ZEISS is an equal opportunity employer.

Your ZEISS Recruiting Team:

Jo Anne Mittelman

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.