Customer Support Coordinator

Descripción del puesto:

Customer Support

Location: Cambourne, CB23 6DW (Hybrid after training)
Salary: Completive Salary
Employment Type: Permanent
Working Hours: Monday - Friday
Start Date: ASAP

We are currently recruiting for a Customer Support professional to join the Service Support team. This is an excellent opportunity for a customer-focused individual to become part of a collaborative, high-performing team delivering best-in-class service to customers.

The Role

The Service Support team is the primary point of contact for all customer support relating to installed assets. You will play a key role in delivering a consistent and high-quality customer experience, ensuring accurate case management, timely communication, and effective collaboration across internal teams.

As a Customer Support team member, you will act as an ambassador for the business, placing customers at the heart of everything you do while supporting overall business performance targets.

Key Responsibilities

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Efficiently manage customer cases within Salesforce CRM, ensuring accurate logging, proactive updates, and timely case closure

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Process service orders and invoicing accurately and promptly using SAP

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Handle credits, returns, repairs, and warranty replacement goods

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Generate quotations for work orders and service contracts and administer service contracts, including preventative maintenance actions

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Liaise closely with customers, regional managers, engineers, and wider internal teams

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Support dispute resolution and credit processing in collaboration with Credit Control teams to ensure effective cash collection

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Investigate issues, identify root causes, and work collaboratively with support teams to deliver long-term solutions

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Manage customer components booking-in and booking-out processes

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Ensure full compliance with complaints procedures, escalating issues where required

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Contribute to continuous improvement initiatives that enhance team processes and the customer experience

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Carry out general administrative duties as required

Skills, Experience & Competencies

Essential:

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Strong customer focus with a collaborative mindset

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Confident and professional communicator - clear, concise, and proactive

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Ability to work efficiently in a fast-paced, pressurised environment

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Intermediate Microsoft Office skills

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Strong work ethic and attention to detail

Desirable:

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Experience using Salesforce

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Knowledge of SAP S/4 (or similar ERP systems)

What's on Offer

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Competitive salary

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Annual bonus

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Standard company benefits

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Hybrid working model following completion of training

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Career development opportunities within the company and department

Interview Process

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Stage 1: Teams interview

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Stage 2: On-site interview in Cambourne

If you are passionate about customer service and looking to develop your career within a supportive and collaborative environment, we would love to hear from you.

Apply now to find out more.

Your ZEISS Recruiting Team:Abigail Hannaby, Charlotte Marriage, Farzana Rahman, Kate Benyon, Natarlee Lawrence, Suya Rolph