Customer Care Operations Supervisor

ZEISS Group

. Coordinate 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.

Posted 10/30/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$66,000 - CA$82,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in service administration, billing, and order entry processes while effectively coordinating cross-functional teams to enhance operational efficiency and customer satisfaction. Proficient in SAP ERP and CRM systems, with strong analytical skills to identify and implement process improvements.

Highest-signal resume keywords

Service AdministrationSAP ERP ExperienceBilling ManagementTeam LeadershipProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Order ManagementOrder EntryService BillingInvoice ResolutionContract AdministrationFinancial OperationsData AnalysisProcess DocumentationNumerical AccuracyCustomer Account Management

Soft Skills

Attention to DetailOrganizational SkillsProblem-Solving AbilityCommunication SkillsCustomer Focus

Tools & Technologies

SAP ERPCRM SystemsMicrosoft ExcelMicrosoft WordMicrosoft OutlookMicrosoft Teams

Industry Keywords

Service OperationsSales CoordinationISO StandardsOperational GuidanceCross-Functional Collaboration

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Coordinate 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.
Assign daily priorities, monitor workflow, provide operational guidance and coverage, and personally manage an assigned portfolio of service and/or sales administration activities.
Serve as the first point of escalation for routine operational matters, identify risks and improvement opportunities, and implement approved process changes.
Personally manage service orders, sales orders, service contracts, purchase orders, billing activities, or customer accounts.
Coordinate with customers, Sales, Field Service, Finance, and Supply Chain to resolve order, billing, contract, and scheduling issues.
Provide operational coverage during absences, peak-volume periods, month-end, and other critical business periods.
Coordinate daily Customer Care Administration activities and provide day-to-day direction and operational support.
Provide updates to the PC Manager regarding workload, service levels, unresolved issues, operational risks, and recommended actions.
Ensure departmental activities comply with ZEISS policies, procedures, working instructions, and applicable ISO standards.
Coordinate monthly billing activities and monitor order-entry, billing, invoice, contract, order, and purchase-order issues.
Develop, maintain, and improve work instructions and process documentation.
Identify and implement improvements focused on accuracy, standardization, efficiency, digitalization, and customer responsiveness.
Lead or support local and global improvement projects, user acceptance testing, system enhancement validation, and implementation support.
Collect, analyze, and summarize information and trends for process improvement and management reporting.
Coach, train, and provide feedback to team members; support onboarding, cross-training, knowledge transfer, and operational readiness.
Set expectations, promote accountability and collaboration, and identify skills gaps, workload concerns, and development opportunities.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Performance bonus
Medical
Vision
Dental
RRF
Employee Assistance Programs
Vacation and sick pay
Retirement savings plan
Paid time off