Customer Experience Specialist

About Us

How many companies can say they’ve been in business for over 17 9 years?!

Here at ZEISS , we certainly can! As the pioneers of science , ZEISS handles the ever changing environment s in a fast-paced world, meeting it with cutting edge of technolog ies 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 S emiconductor Manufacturing Technology .

We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, c ome join the team!

This position is located in Toronto area.

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

The person will support the deployment of Field Service Technicians within Canada for all Zeiss machine installations, calibrations, repairs and pack & move requests.

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).

• Engaging and proactive customer support:
• Serve as main point of contact to customers purchasing Service orders, 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.
• Scheduling of field service technicians in a specific geography for internal and external customers on machine installations, calibrations, repairs, pack & move, loaner equipment and show machines.
• Communicate and coordinate with customers the status and schedule of all service activities.
• 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…