Customer Service Technician I
Körber
Customer Support Administrator
ZEISS Group
full-time
Posted on:
Location: Idaho, Iowa, Missouri, New York, Oregon, Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $58,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Provide exceptional customer service as initial point of contact for customers, partners, and internal colleagues for service-related inquiries
- Triage customer inquiries, evaluate urgency, identify proper course of action, and execute efficiently
- Support field service activities by issuing quotations, assigning engineers, and ensuring timely and accurate billing for onsite service visits
- Troubleshoot, engage additional resources, and identify opportunities to elevate customer experience
- Answer incoming toll-free calls within service levels and maintain customer support email inbox
- Ensure accurate data entry and maintenance of customer contact and install base information in SAP CRM
- Create Customer Care Tickets, process purchase orders, and execute systemic business transactions to support service delivery
- Process and assign service orders to field service team and create/issue quotations with input from Field Service
- Work with engineers to review, complete, and bill service reports; collaborate with other departments to resolve billing issues
- Maintain control reports, assist with special projects (eg CAPA), and adhere to department processes and procedures
Requirements
- Associates degree preferred; or minimum three years in similar customer support position with complimentary experience
- Experience in a service support/customer-facing service environment
- SAP CRM (or similar CRM) experience required
- SAP ERP (or similar ERP) experience preferred
- Working knowledge of computers and common software applications including competency with MS Office Suite
- Excellent verbal and written communication skills
- Strong organizational skills with ability to follow up and adapt as required
