Melanie Erl has joined the SSC Customer Experience Team as our Customer Experience Manager.
Melanie has been with ZEISS since 2018. She was based in Oberkochen, Germany and was a key contributor for the international role out of the IQS internal Production Planning tool ProBoard before she moved to Maple Grove in 2021. She took over a Project Manager role in PCI and was driving customer projects to obtain customer satisfaction by providing a positive ZEISS experience throughout the course of the project.
The Customer Experience Team is responsible for the sales order entry for our new system sales, project solutions, and retrofit orders. In her new role Melanie will actively and consistently support all efforts to simplify and enhance the customer experience for North America System and Solution Order management. The members of the Customer Experience Team will report directly to Melanie.
Jody Tenboer will be joining the SSC Customer Experience Team as our Lead Software Representative reporting to Melanie.
Jody has been with ZEISS since 2017, she moved from her role as Quotation Specialist into Customer Care where she used her strong attention to details to focus on customer satisfaction for software and SMA purchases.
As the Lead Software Representative, Jody will be providing superior software customer care and comply with global standard processes for the Software and SMA business.
Dawn Sofie will continue to be responsible for the Customer Care and Service Contract and Billing Teams as our Aftermarket Order Process Manager.
Dawn has been with ZEISS since 1995. In addition to leading the Service Billing team for the last 15+ years, Dawn has been a key contributor to our systems implementations during her tenure at ZEISS. Her process knowledge in addition to her experience in SAP, CRM, and process improvement will help lead both teams to be successful.
The Customer Care Team is responsible for the sales order entry for Spare Parts, Styli/Accessories, Metrology Services and bench repairs. The Service Billing Team is responsible invoicing customers for all field service onsite visits, maintaining our customer ibase records, and for creating Service Contracts in CRM. The members of the Customer Care and Service Billing teams will report directly to Dawn.
Jane Marihart will lead the Customer Care team as our Customer Care Team Leader.
Jane has been with ZEISS since 2016. She has become a subject matter expert on our Customer Care processes. Her expertise will help to lead the day-to-day operations within the team.
Cassie Olson will lead the Service Billing Team as our Service Contract and Billing Team Leader.
Cassie has been with ZEISS for more than 20 years. Cassie has been part of the Service Billing team since 2014. Her knowledge and experience with our systems and process will help to lead the day-to-day operations within the team.