Customer Support Co-ordinator

Job Title: Customer Support Co-ordinator
Department: Industrial Quality Solutions (IQS)
Location: ZEISS, Lutterworth

About ZEISS
ZEISS is an internationally leading technology enterprise operating in the fields of optics and optoelectronics. With over 175 years of innovation, ZEISS is a pioneer in industrial quality solutions and a trusted partner to customers worldwide.
The IQS (Industrial Quality Solutions) division at our Lutterworth site supports our customers in achieving the highest standards of precision, quality, and reliability. We are currently looking for a versatile and proactive Customer Support Co-ordinator to join our dynamic team.

Role Overview
This is a multipurpose role designed to provide vital support across our Sales, Service, and Applications teams. The successful candidate will ensure the smooth handling of back-office operations and enhance the overall customer experience through excellent coordination and communication.

Key Responsibilities
Customer Service

• Handle and direct customer requests received via phone, email, or web to the appropriate ZEISS contact.
• Coordinate Net Promoter Score (NPS) activities for Sales, Service, and Applications teams.
• Assist with scheduling and planning customer support requests.
• Communicate with customers regarding ticket/order status and updates.
• Provide day-to-day operational support to all three functions.

Business Process Support

• Maintain and update Excel sheets and CRM databases with relevant data.
• Assist with business reporting and analytics activities.
• Use business dashboard tools to monitor open tickets for service and application teams.
• Contribute to process improvement initiatives in aftermarket and sales administration.
• Support sales administration processes.
• Manage and supervise several internal and external mailboxes.

Cover and Support

• Provide ad hoc support across all customer service functions.
• Respond to reasonable management requests promptly and effectively.
• Undertake cross-training to enable coverage across various support roles.
• Assist in the preparation of quotations (web shop, training, contract measurement).
• Perform general administrative tasks including shipping parts, ordering lunches, greeting visitors, and arranging transportation.
• Support order processing functions as required.

Key Skills & Attributes

• Excellent communication and interpersonal skills.
• Strong organisational skills with an ability to multitask and prioritise.
• Proficient in Microsoft Office Suite, particularly Excel; experience with CRM tools is a plus.
• Attention to detail and a proactive, can-do attitude.
• Ability to work both independently and collaboratively within a team.

Qualifications & Experience

• Previous experience in a customer support, administration, or operations role preferred.
• Familiarity with business processes and customer service platforms like Salesforce and SAP is advantageous.

What We Offer

• A collaborative and supportive team environment.
• Competitive Salary
• Opportunities for personal and professional development.
• A role that offers variety, autonomy, and the chance to make a real impact on customer satisfaction and internal efficiency.

If you're enthusiastic about delivering outstanding support and keen to contribute to a world-class organisation, we would love to hear from you.