Sales Order Administrator - Zeiss Group

How many companies can say they've been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies 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 Semiconductor 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, come join the team!

Location: White Plains, New York - Hybrid. 3 days in office, 2 days remote.

What's the role?

The Sales Order Administrator plays a crucial role in ensuring the efficient and timely handling of Division 1I orders for our RMS Service Group. This position is integral in supporting our Field Service Teams to meet and exceed our customers' service requirements, which include the procurement of consumable products and spare parts. The responsibilities include overseeing all facets of order management, quotation preparation, follow-up activities, processing of credit card transactions, and the supervision of GSA and University accounts. The role requires ensuring precise invoicing in accordance with established Key Performance Indicators (KPIs). Furthermore, the specialist will be responsible for providing telephone support as necessary to ensure uninterrupted service delivery.

Sound Interesting?

Here's what you'll do:

Key Metrics:

• Accurate Sales Order Processing: Ensure all sales orders are processed without errors.
• Sales Order Entry Target: Achieve an average sales order entry timeframe of 1 business day.
• 1-800 Line Service Standards: Achieve the designated performance benchmarks for the 1-800 customer service hotline.
• Professional Communication: Exhibit exemplary email, customer chats, and phone etiquette in all customer interactions.
• Invoice Accuracy Maintenance: Maintain an invoice accuracy rate of 97% or higher.
• Timely Responses: Address emails and part quotation requests within a 24 to 48-hour timeframe.

Key Responsibilities:

• Order Processing: Ensure the prompt and error-free processing of all customer orders for consumable products and spare parts. This includes managing inquiries and follow-ups to support our back office and field teams in fulfilling work order requirements.
• Quotation Management: Generate and manage high volumes of part quotations efficiently, ensuring accuracy and timeliness.
• Warranty and Returns: Oversee warranty claims and return order management to assist field teams when necessary.
• Credit Card Transactions: Process credit card orders promptly to facilitate seamless transactions for customers.
• Customer Interaction: Handle customer requests related to consumable products and spare parts, ensuring a high level of service.
• Call Management: Maintain availability on the customer 1-800 line as required, ensuring that the percentage of calls answered within 60 seconds meets established thresholds.
• Quality Assurance: Manage incoming calls and emails from customers and business partners, ensuring prompt responses (preferably within 24 hours) and maintaining a professional demeanor.
• Account Administration: Administer the setup of new customer accounts, including Master Data requests, tax certificates, and W9 requirements.
• Team Support: Collaborate with team members to resolve customer satisfaction issues efficiently and effectively.
• Billing Adjustments: Address billing adjustments and credit issues promptly, demonstrating an understanding of the accounting structure and networking as needed across departments.
• Sales Order Review: Regularly review sales order status reports to optimize revenue streams.
• Interdepartmental Collaboration: Network and collaborate across all divisions of Zeiss to provide the highest level of support and focus on customer excellence.

Do you qualify?

• Minimum Bachelors degree or minimum seven years in similar position with complimentary experience
• Exceptional communication skills with a focus on customer service excellence
• Strong time management and multitasking capabilities in a fast-paced environment.
• Proficient data entry skills with keen attention to details.
• Proficient knowledge of MS office applications
• Experience with SAP or similar ERP system, CRM, and Sales Force, system is a plus
• Customer service experience preferred
• Ability to project a professional company image through customer interactions via phone, email and web chat.

Working Environment:

• Office Environment: Primarily based in a call center setting, involving extensive phone and computer work.
• Remote Customer Interaction: Provide phone coverage for customer interactions during unforeseen business closures (e.g., White Plains office closure due to severe weather conditions).
• Sales Support Assistance: Support phone coverage for sales administration and act as a company receptionist as needed.
• Flexible Hours: Adaptable working hours may be necessary to accommodate the needs of customers and the SCC Organization.

This job description does not state nor imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform many other job-related duties as requested by management and will also be required to meet safety-related requirements. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

The annual pay range for this position is $61,000 - $75,000

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay
• The list goes on!

Your ZEISS Recruiting Team:
Holly Greenwood-Mosher

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).