Service Administrator bei Zeissgroup

Service Administrator Job Description

As part of our Customer Interaction Center, you will be the first point of contact for ZEISS customers, providing professional after-sales support and service. This includes logging and coordinating service requests, scheduling engineers, preparing quotations, processing orders, and ensuring customer satisfaction. You will play a crucial role in the success of our sales and service functions by ensuring seamless communication and high-quality service delivery.

Key Responsibilities Include but are not limited to:

• Handle incoming customer calls, emails, and portal requests promptly and professionally.
• Log and track customer enquiries in CRM (Salesforce) with complete and accurate data.
• Initiate service reminders and create service requests in Salesforce.
• Prepare service and repair quotations, follow up on payments, and support finance processes.
• Order spare parts and consumables, and liaise with logistics and inventory controllers.
• Process purchase orders (POs), sales orders (SOs), and related documents in SAP.
• Coordinate and schedule Field Service Engineers for onsite visits, maintaining updated calendars.
• Keep customers informed and manage communication between stakeholders.
• Resolve customer complaints effectively, escalating when necessary.
• Maintain accurate records of customer data, installed systems, and transactions.
• Ensure all month-end related service transactions are completed timeously.
• Prepare governmental tender documents and international invitation documents.
• Confirm customer orders on ARIBA and process RMAs (returns, repairs, exchanges).
• Manage central support mailbox and contribute to NPS (customer satisfaction surveys).
• Participate in audits, stock takes, and departmental projects.
• Drive process an improvements, including SAP/CRM enhancements.
• Train new staff in the team and provide back-up for colleagues.

Benefits

What We Offer

• The opportunity to work in a global Meditech company with cutting-edge technology.
• A supportive and collaborative team environment.
• Training and development opportunities to grow within the role.
• Competitive benefits package.

Job Requirements

Educational Qualification:

Minimum Requirement:

Diploma (NQF6) or higher in Business Administration or related fields

NB: Please attach your Matric certificate and higher educational qualifications certificates and academic records with your CV.

Experience:

Minimum 3 years of work experience

Attributes and Skills Needed:

• Mode of problem-solving that is systematic, structured, analytical, detail-orientated and practical.

• Strong customer service orientation with excellent communication skills.

• Ability to multitask, prioritize, and remain detail-oriented in a fast-paced environment.

• Proficiency in Salesforce, SAP, ARIBA or similar ERP/CRM systems is an advantage.

• Solid organizational and administrative skills.

• Ability to collaborate across departments (Finance, Logistics, Sales, IT).

• Problem-solving mindset with a proactive approach to service delivery.

• Willingness to learn and continuously improve processes.

• Team player, but able to take initiative and work independently when needed

Your ZEISS Recruiting Team: