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Summary:
PerkinElmer is seeking a Customer Operations Leader to manage a team of Customer Operations Associates. This remote position involves leading recruitment, training, and performance management while ensuring exceptional service delivery to customers, handling equipment service requests, and coordinating with service providers and vendors.
Responsibilities:
- Manage a team of Customer Operations Associates including recruitment, training, and performance management.
- Process requests for equipment service, confirming equipment coverage and service provider.
- Initiate outgoing calls for service requests and scheduling with OEMs, TPVs, and ISPs.
- Refer customers to the correct internal professional for effective escalation and resolution.
- Channel product sales inquiries to the appropriate sales/service leader.
- Monitor & respond to email, voicemail, web portal, and fax according to established standards and KPIs.
- Provide backup support for team members.
- Review and schedule preventive maintenance and other compliance activities.
- Follow up on service events to confirm completion and customer satisfaction.
- Utilize SAP, Service Max, and customer systems for event tracking and data input.
- Facilitate the Purchase Order Request process from creation to completion.
- Work with the service delivery team to meet service goals, cost savings, and KPIs.
- Assist with vendor satisfaction surveys and report results to service leadership.
- Oversee the chargeback process, including report review and invoicing.
- Articulate and communicate effectively with technically oriented people.
- Ensure customer requests/commitments are met and resolved satisfactorily.
- Maintain compliance in health and safety, security, environmental, and operational aspects.
Requirements:
- Bachelor’s Degree and 3+ years of experience in a team-based customer service environment or an Associate’s Degree with 5+ years of experience in the field.
- 2+ years of experience in a leadership role.
- Ability to work effectively in a team and individually with good time management skills.
- Excellent interpersonal, written, and verbal communication skills.
- Strong technical problem-solving skills and attention to detail.
- Proficient in MS Office (Outlook, PowerPoint, Word).
- Experience in a scientific environment (preferred).
Benefits:
- Health insurance.
- Dental insurance.
- Vision insurance.
- Paid holidays.
- Paid time off.
- Retirement plan.
- Disability insurance.
