Manager - Customer Operations & Order Management

Location: Bengaluru

About ZEISS Industrial Quality & Research
ZEISS is a global technology leader in optics, precision engineering and industrial innovation. Within ZEISS, the Industrial Quality Solutions and Research Microscopy businesses serve some of the world’s most advanced customers across automotive, aerospace, mechanical engineering, plastics, medical technology, research and scientific institutions.
At ZEISS India, we are building a new back-office capability in Bengaluru to support customers and teams in Germany. This is not just a transactional support role. It is part of a strategic capability build-out that will define how high-quality customer service, order management and commercial operations can be delivered from India for global ZEISS businesses.
Why This Role Matters
We are looking for the first two senior team members who will help establish this capability from the ground up.
These roles will set the benchmark for quality, reliability, stakeholder trust and operational maturity. The way this team performs will directly influence how the model scales in India and how many future roles are created here.
This is an opportunity for professionals who enjoy both execution and institution-building: people who can manage day-to-day customer service and order management responsibilities while also helping design better processes, improve ways of working and build credibility with German stakeholders.
Your Role
As a Manager - Customer Operations & Order Management, you will support ZEISS teams and customers in Germany across customer service, order management, service coordination and commercial back-office processes.
You will work closely with Sales, Service, Customer Support and internal business teams to ensure accurate, timely and professional handling of customer requests, service tickets, quotations, orders, invoicing and master data.
In the initial phase, you will also play an important role in stabilising the operating model, identifying process gaps, documenting workflows, building stakeholder confidence and helping define the future scale-up of this team in India.

Key Responsibilities
Customer Service & Ticket Coordination
Review, validate and process incoming customer and service-related requests.
Check service tickets, create new tickets where required and route them to the appropriate support teams.
Handle written inquiries from customers, service technicians and internal stakeholders in German and English.
Ensure timely follow-up, clear communication and accurate documentation of customer interactions.
Order Management & Commercial Operations
Prepare quotations for service offerings based on defined specifications and commercial inputs.
Enter and manage customer orders in the relevant systems.
Support invoicing for services rendered across domestic and international markets.
Track order status, resolve process gaps and coordinate with internal teams to ensure smooth execution.
CRM, ERP & Master Data Management
Maintain customer, contact and order-related data in CRM and ERP systems.
Record, update and route relevant customer and service information within CRM.
Perform basic master data maintenance, including creation and updates of customer and contact records.
Ensure data accuracy, compliance and process discipline across systems.
Stakeholder Coordination
Coordinate regularly with Sales, Service, Customer Support and other business functions.
Act as a reliable interface between India-based operations and Germany-based stakeholders.
Support process documentation, knowledge transfer and standard operating procedures.
Help build confidence in the India back-office model through responsiveness, accuracy and ownership.
Process Set-up & Continuous Improvement
Contribute to the set-up of the new back-office…