Customer Support Specialist

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ZEISS– an internationally leading technology enterprise operating in the fields of optics and optoelectronics. With its solutions, ZEISS constantly advances the world of optics and helps shape technological progress. With over 45.000 employees, ZEISS is one of the global leaders in the optical and optoelectronic industries and has been contributing to technological progress for 178 years now.

As a pioneer in Medical Technology, ZEISS helps doctors all over the world to diagnose and treat diseases more effectively. 

We are seeking a highly motivated and experiencedCustomer Support Specialistto join our team in Türkiye, İstanbul (Ataşehir Office) or Ankara office.

Customer Support Specialistwill serve as a Sales and Service Customer Support Specialist, with experience in active CRM and ERP usage. Responsibilities include:

• Monitor and manage tender processes using the EKAP and ÜTS system, leveraging internal and external resources.
• Receive and process customer orders, ensuring accuracy by comparing them with ERP and CRM offers, and track orders in the ERP system.
• Prepare and forward offers and tickets based on input from sales and service teams.
• Compile necessary documents for tender processes and facilitate inter-departmental communication.
• Communicate with customers about product deliveries, identify potential delays, and escalate issues as needed.
• Monitor stock levels, replenish inventory, conduct stock counts, and manage consignment processes.
• Review existing contracts for compliance and accuracy, and follow up on contract processes post-tender.
• Support initiatives to enhance customer satisfaction and manage billing processes for the product group.
• Collaborate with logistics, quality, sales, and service departments.
• Obtain and compare offers for domestic spare parts, securing timely procurement with managerial approval.
• Forward customer requests and complaints to the appropriate unit post-delivery.
• Plan and organize the use of demo devices in collaboration with relevant departments.
• Enter and track purchase and sales orders in the accounting system.
• Review open orders and direct invoices to the relevant unit.
• Prepare timely reports related to the product group.
• Accurately enter tender and project transactions into the relevant program.
• Managing export and import processes according to customer needs
• Support the local team by taking responsibility in global projects
• Liase with global project teams, attend meetings and manage project actions for the MED Customer Support team

• Bachelor's degree
• Proficient in both spoken and written English
• Strong digital skills, including experience with project involvement in the set-up of new system/portals
• Advanced analytic and reporting skills (PBI)
• Active experience in written and verbal communication with customers
• Able to take initiative, has strong follow-up skills, and works in a process-oriented manner
• Proficient in following programs/systems: SAP, CRM, Outlook, PowerPoint, Excel, Word
• Able to work with collaboration mindset
• Experience with EKAP and ÜTS
• Relevant experience in a similar position
• No travel restrictions

Your ZEISS Recruiting Team: