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Service Admin COP

Hebron, KY

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

The position of the Service Administrator is crucial to our business success. The Service Admin needs to be driven by our customer’s success and be able to offer an exceptional service experience to our customers during the entire repair / service process. The Service Administrator is responsible for all administration tasks along the service process as well as physical flow of goods. They also need to take initiative and should be willing to respond to demands of the business including seasonal repair volume shifts.

We are looking for people who are keen to try something new:

  • Enter repairs into the IT System (Salesforce) as they are received
  • Communicate with customers via phone or email to collect any missing relevant information, provide status updates, etc.
  • Trigger the communication towards the customer for certain repair process steps
  • Create shipping/return labels and arrange pickups on request
  • Drive the billing process for repairs and upgrades
  • Create SAP customer orders and prepare them for delivery (sales order, return order, loan order, repair order)
  • Follow up with customers to send back loaners once repair is ready; create loan returns and labels and send to customer when repair is ready
  • Check completeness and cosmetic condition of returns or current Class B stock
  • Destroy damaged goods in case customer has received an alternative solution and deactivate status in SAP
  • Receive in repairs, returns of sales orders, free of charge orders and loan orders
  • Prepare international shipments of repairs to other ZEISS facilities and our vendors
  • Turn around shipments from global repair centers to our customers in the Americas or for our own Class B stock.
  • Send out finished repairs from staging cart, maintain the repair status accordingly and provide the customer the corresponding tracking information
  • Provide the RMA (Return Merchandise Agreement) to the dealer or ZEISS Territory Account Manager
  • Pick, pack, book and send spare parts to customers
  • Answer inquiries within the Service Team Mailbox / SFDC list view
  • Proactively makes suggestions for process improvements
  • Perform other related duties as required and/or assigned

You are:

  • High School Diploma preferred
  • Experience 3-5 years of experience in a customer service environment is helpful
  • User experience of at least one of the following platforms is required: SAP, Salesforce.com
  • Self-motivated, highly organized with the ability to anticipate problems and/or opportunities, as well as prioritize and multi-task
  • Strong team player
  • Basic knowledge of MS-Office (esp. Excel, Word, PowerPoint)
In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

Join us today. Inspire people tomorrow.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes.
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Your contact
Brady Glentz
brady.glentz@zeiss.com
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