Sales & Service Ops Specialist, Industrial Quality Solution

Customer Support & Communication

• Serve as the first point of contact for customer inquiries via hotline, email, and Customer Care Ticket system.
• Qualify and escalate customer issues to the appropriate teams or managers, providing optimal solutions via phone or email.
• Coordinate with field engineers, customers, and other departments to ensure accurate information and timely resolution.
• Remind customers of recurring services such as Software Maintenance Agreements (SMA) and Service Maintenance Contracts (SMC).
• Promote service quality through customer feedback platforms such as Medallia and CPO.

Service Operations & Coordination

• Schedule and dispatch service engineers using CRM and Salesforce systems.
• Optimize service resource allocation to maximize utilization and job assignment efficiency.
• Prepare and manage quotations for services including repairs, calibrations, preventive maintenance, training, relocation, and spare parts.
• Issue Sales and Service Contracts in English in accordance with company policies.
• Monitor and support order intake and revenue-related processes.

Order Management

• Process purchase order acknowledgements and coordinate delivery timelines.
• Manage spare part requests and ensure timely delivery to customers or service engineers.
• Order spare parts, systems, licenses, and tools; track goods receipt and confirm delivery.
• Send tools and gauges for annual calibration.
• Process customer billing and confirm transactions in CRM/Salesforce.

Finance & Administration

• Follow up on outstanding accounts receivable (AR) and work to minimize overdue payments.
• Perform basic office administrative tasks such as document filing, handling mail, and managing general correspondence.
• Manage ordering, storing, and distributing office and departmental supplies via Fiori and SOR.
• Support travel arrangements and prepare the required documentation (e.g., invitation letters).
• Organize meeting logistics, including hotel bookings and room reservations.

System Management & Data Handling

• Support the rollout and implementation of Salesforce across the IQS SEA region.
• Maintain accurate data records in CRM and other systems to support service and sales operations.
• Convert Marketing Qualified Persons (MQPs) into leads and assign to appropriate Sales Representatives based on guidelines.

Project & Team Support

• Assist in special assignments or cross-functional projects assigned by the supervisor to support operational goals.
• Participate in monthly admin meetings and present the best practices or country-specific updates as needed.
• Coordinate with the Marketing team during seminars, exhibitions, and local events.

Education / Professional Certification

• egree in business administration or a relevant field is preferred
•  Strong communication and coordination skills in both English and Mandarin speaking is advantage.
•  Ability to multitask and prioritize in a fast-paced environment.
•  A proactive mindset and willingness to support cross-functional projects.

Experience

•  Minimum 2 years of experience in customer service, sales operations, or administrative support role field is preferred
•  Experience in CRM systems, Salesforce, and Microsoft Office Suite.
•  Preferably experience in handling industrial customers

Knowledge / Skills / Other characteristics

• Clear and professional in English; strong customer service orientation. Professional appearance, courteous manner with clear and friendly phone voice
• Excellent multitasking, time management, and attention to detail
• Skilled in Salesforce, CRM systems, MS Office
• Effective cross-functional collaboration with engineers, sales, and logistics teams
• Experienced in document preparation, travel arrangements, and meeting logistics.
• Knowledge of quotation, billing, and AR follow-up processes

Committed to high quality service

Your ZEISS Recruiting Team:

Doan Le Thuy Duong