Customer Operations Associate

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job TitleCustomer Operations Associate
Location(s)Merck (Boston) - Customer Site MA

Job Responsibilities:

• As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.
• Monitor & respond to customer requests ensuring effective communication
• Process requests for equipment service
• Schedule regular maintenance and record all event activities in applicable CMMS
• Communicate timely program information to selected service providers to ensure satisfactory delivery of services
• Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
• Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer requirements.
• Follow up on service events to confirm the event has been completed and the customer is satisfied.
• Utilize applicable CMMS, to capture pertinent detail regarding the event.
• Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
• Work with service delivery team to ensure service delivery goals are met
• Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
• Presentation of results to manager
• Point of escalation within the Customer site teams
• Point of contact within the team to share and implement best practice & training opportunities
• Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.

• Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
• Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
• Monitor open requests, working to achieve closure, and meeting metrics requirements.
• Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
• Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

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

 

Basic Requirements:

• Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience
• Microsoft Office experience, including MS Outlook
• Excellent verbal and written communications skills

 

Preferred Qualifications:

• High level of commitment to the customer.
• Ability to work effectively in a team and individually; organized with great time management skills.
• Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required. Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.
• Exceptional Analytical skills
• Excellent Excel skills
• Open to change
• Open to Technological offerings
• Self-motivated individual with strong follow-up skills

The annual compensation range for this full-time position is $48,360.00 to $72,280.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.