IQR Customer Care Operations Supervisor

About Us:

How many companies can say they’ve been in business for over 180 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!

What’s the role?

The IQR Customer Care Operations Supervisor is a hands-on working supervisor responsible for coordinating the daily execution of service and sales administration activities, including service order management, order entry, service billing, invoicing support, sales coordination, and related business processes. The role promotes accurate and timely processing, consistent application of established procedures, strong data quality, and responsive customer service.

The incumbent assigns daily priorities, monitors workflow, provides operational guidance and coverage, and personally manages an assigned portfolio of service and/or sales administration activities. The allocation of supervisory and transactional responsibilities may vary based on workload, business requirements, and team coverage.

Sound Interesting?

Here’s what you’ll do:

Reporting to the PC Manager - IQR Canada, the Supervisor serves as the first point of escalation for routine operational matters, identifies risks and improvement opportunities, and implements approved process changes. The PC Manager retains accountability for departmental strategy, budget, workforce planning, formal performance decisions, material policy or process changes, and significant business approvals.

Hands-on Service and Sales Coordination

• Personally manage a defined portfolio of service orders, sales orders, service contracts, purchase orders, billing activities, or customer accounts.

• Coordinate with customers, Sales, Field Service, Finance, and Supply Chain to obtain missing information and resolve order, billing, contract, and scheduling issues.
• Provide operational coverage for team members during absences, peak-volume periods, month-end, and other critical business periods.
• Handle complex, sensitive, or high-priority transactions within established authority and escalate material risks or exceptions to the PC Manager. Maintain sufficient involvement in daily transactions to identify recurring issues, provide effective coaching, and recommend process improvements.

Daily Team Supervision and Workflow Coordination

• Coordinate daily Customer Care Administration activities, including service billing, sales administration, service order management, and order entry.
• Assign work, establish daily and weekly priorities, , monitor workflow, and follow up on completion against established processing expectations.
• Provide day-to-day direction, clarification, and operational support to team members.
• Serve as the first point of escalation for routine billing, contract, order entry, service order, and administrative process issues.
• Provide regular updates to the PC Manager regarding workload, service levels, unresolved issues, operational risks, and recommended actions. Ensure departmental activities are performed in compliance with ZEISS policies, procedures, working instructions, and applicable ISO standards.

Billing, Contract, and Order Entry Execution

• Coordinate accurate and timely completion of monthly billing activities and support achievement of service revenue objectives.
• Monitor order entry activities for accuracy, consistently, completeness, and alignment with established business processes. Monitor open billing, open invoice, contract, order, and purchase order issues and drive timely resolution with the appropriate process partners.
• Partner with Finance, Field Service, Sales and Supply Chain to resolve transaction, documentation, and process discrepancies.
• Maintain visibility of outstanding items and provide status reporting to the PC Manager.

Process Consistency and Continuous Improvement

• Develop, maintain, and improve work instructions and process documentation for service administration activities.
• Identify and implement process improvements focused on accuracy, standardization, efficiency, digitalization, and customer responsiveness.
• Lead or support local and global improvement projects related to service administration processes and systems.
• Coordinate user acceptance testing, system enhancement validation, and implementation support for related business processes.
• Collect, analyze, and summarize information and trends to support process improvement efforts and management reporting.

Employee Leadership and Development

• Provide day-to-day coaching, training, and feedback regarding work quality, productivity, accuracy, process adherence, and customer responsiveness. Support onboarding, cross-training, knowledge transfer, and operational readiness for new and existing team members.
• Set clear expectations, define roles and responsibilities, and provide regular feedback on quality, productivity, and customer responsiveness.
• Support onboarding and cross-training for new and existing team members.
• Promote accountability, collaboration, customer focus, and continuous improvement within the team.
• Identify skills gaps, workload concerns, and development opportunities and recommend actions to strengthen team performance.

Do you qualify?

• Bachelor’s degree in Business, Accounting, Operations, Finance, or a related discipline preferred; equivalent related experience may be considered.
• Minimum of three to five years of experience in service administration, billing, order entry, contract administration, service operations, finance operations, or a related business operations function preferred.
• Prior experience leading employees, coordinating team workflow, or serving in a formal or informal team leadership role preferred.
• Demonstrated knowledge of service billing, service contracts, order entry, invoice resolution, and administrative service processes preferred.
• SAP ERP and CRM operating system experience required or strongly preferred; experience with Innosoft or related service systems preferred.
• Proficient with Microsoft Office applications, especially Excel, Word, Outlook, and Teams.
• Strong attention to detail, numerical accuracy, organizational skills, and ability to balance multiple priorities within deadlines.
• Strong oral and written communication skills, problem-solving ability, professionalism, and customer focus required.
• Ability to work effectively with cross-functional teams and escalate issues through appropriate internal channels.
• The successful candidate must be comfortable moving between team leadership, customer communication, detailed transaction processing, and issue resolution throughout the workday.

• undefined

Working Conditions and Special Demands:

• Ability to work in a fast-paced environment with strong focus on customer satisfaction, accuracy, and business objectives.

• Ability to sit and use a computer for extended periods of time.

• Ability to distinguish letters, numbers, and symbols and perform consistent and accurate numerical tasks.

• Ability to work both independently and in a team environment while managing multiple priorities and deadlines.

• Ability to professionally and tactfully interact with management, customers, and coworkers using discretion and diplomacy.

• Willingness to identify process improvement opportunities and participate in implementation efforts.

The annual pay range for this position is $66,000 – $82,000. This position is also eligible for a performance bonus.

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.

ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

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

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

The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

Your ZEISS Recruiting Team:

As part of our recruitment process, we currently do not use Artificial Intelligence (AI) to assess applications or make hiring decisions. This job posting is for an existing vacancy.

Accommodation

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

About us

Step out of your comfort zone, excel and redefine the limits of what is possible. That’s just what our employees are doing every single day – in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.