Customer Operations Specialist

2 weeks ago

Harrisburg, Pennsylvania, United States PerkinElmer Full time
Responsibilities General Location

Customer Support Duties:

  • Direct customers to the appropriate internal experts to facilitate the most effective escalation, transfer, or reassignment process, ensuring resolution and customer satisfaction.

Service Coordination and Management:

  • Oversee and respond to customer inquiries, ensuring clear communication.
  • Handle requests for equipment servicing.
  • Organize routine maintenance and document all activities in the relevant CMMS.
  • Provide timely program updates to selected service providers to guarantee satisfactory service delivery.
  • Monitor and respond to customer inquiries, ensuring that response times align with the requirements outlined in the customer agreement.
  • Review and arrange preventive maintenance and other scheduled compliance tasks, coordinating schedules to meet customer needs.
  • Follow up on service incidents to confirm completion and customer satisfaction.
  • Utilize the relevant CMMS to record essential details regarding service events.
  • Complete follow-up tasks in an organized, detailed, and efficient manner, adhering to deadlines with minimal errors in data entry.
  • Collaborate with the service delivery team to meet service delivery objectives.

Coordination Responsibilities:

  • Ensure visibility into the accuracy of data in relation to processes, metrics, and KPIs.
  • Present results to management.
  • Act as a point of escalation within customer site teams.
  • Serve as a contact within the team to share and implement best practices and training opportunities.

Communication Skills:

  • Ability to engage with technically oriented individuals, quickly building rapport and earning their confidence and respect.
  • Provide timely program updates to selected service providers to ensure satisfactory delivery of services and materials.
  • Discuss troubleshooting and repair situations with service providers or customers in a professional and cost-effective manner, utilizing tact and diplomacy to achieve cooperation and results.
  • Monitor open requests, striving for closure and meeting metric requirements.
  • Escalate issues to management or the appropriate program leader for strategic development and participation as necessary.
  • Follow up to ensure all inquiries, requests, and commitments to customers are addressed or resolved satisfactorily.

Nothing in this job description limits management's right to assign or reassign duties and responsibilities of this role at any time.

Basic Qualifications:

  • Associate Degree with 2+ years of experience in a collaborative customer service environment OR High School Diploma with 4+ years of experience.
  • Proficiency in Microsoft Office, including MS Outlook.
  • Strong verbal and written communication skills.

Preferred Qualifications:

  • High level of dedication to customer service.
  • Ability to work effectively both in a team and independently; well-organized with excellent time management skills.
  • Demonstrated experience and proficiency in software for word processing, email, order entry, and other necessary applications. Proficiency in Microsoft Office; experience with SAP, Service Max, and Maximo is advantageous.
  • Exceptional analytical abilities.
  • Strong Excel skills.
  • Adaptable to change.
  • Open to technological advancements.
  • Self-motivated individual with strong follow-up capabilities.

The annual compensation range for this full-time position is competitive and will be determined based on factors including internal equity, work location, and individual qualifications such as job-related skills, experience, and relevant education or training.

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