Customer Experience Specialist

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 ever-changing 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 46,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is a hybrid role in Maple Grove, MN.

What's the role?

This position contributes to our goal of providing our customers with superior Systems buying experiences through proactive communication managing the ZEISS Systems buying experience from system 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.

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 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.
• 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?

Education / Professional Certification / Experience

• 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.

Knowledge / Skills / Other characteristics:

• 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

The annual pay range for this position is $45,000 - $57,000.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus.

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

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

The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).