Customer Support Coordinator

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

• Efficiently manage customer cases within Salesforce CRM, ensuring accurate logging, proactive updates, and timely case closure
• Process service orders and invoicing accurately and promptly using SAP
• Handle credits, returns, repairs, and warranty replacement goods
• Generate quotations for work orders and service contracts and administer service contracts, including preventative maintenance actions
• Liaise closely with customers, regional managers, engineers, and wider internal teams
• Support dispute resolution and credit processing in collaboration with Credit Control teams to ensure effective cash collection
• Investigate issues, identify root causes, and work collaboratively with support teams to deliver long-term solutions
• Manage customer components booking-in and booking-out processes

Ensure full compliance with complaints procedures, escalating issues where required

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

Carry out general administrative duties as required

Skills, Experience & Competencies Essential:

• Strong customer focus with a collaborative mindset
• Confident and professional communicator – clear, concise, and proactive
• Ability to work efficiently in a fast-paced, pressurised environment
• Intermediate Microsoft Office skills
• Strong work ethic and attention to detail
  
  

Desirable:

• Experience using Salesforce
• Knowledge of SAP S/4 (or similar ERP systems)
  
  

What’s on Offer

• Competitive salary
• Annual bonus
• Standard company benefits
• Hybrid working model following completion of training
• Career development opportunities within the company and department
  
  

Interview Process

• Stage 1: Teams interview
• 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