Customer Care Manager

Job not on LinkedIn

🔥 5 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PerkinElmer

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1938

🍽️ Food & Beverage

🏥 Healthcare

💼 Consulting

Food & Beverage • Healthcare • Consulting

PerkinElmer is a global leader in providing analytical and testing solutions for a wide range of industries, including pharmaceuticals, food safety, environmental analysis, and industrial testing. The company offers advanced equipment and consumables, including mass spectrometers, chromatography instruments, and spectroscopy systems. With over 85 years of experience, PerkinElmer is committed to innovation and dedicated to partnering with laboratories worldwide to enhance scientific discovery and ensure product quality and safety. Their services support industries like healthcare, food and beverage, environmental testing, and industrial applications, helping clients meet compliance and quality standards.

📋 Description

• Respond to customer service inquiries regarding company products, features, and services • Research, document, and communicate recurring technical issues • Escalate unresolved issues to the Technical Support team • Facilitate and coordinate Returned Material Authorization (RMA) processes • Document customer requirements accurately and completely • Provide order entry and order management support • Schedule orders and service dates and create invoices • Act as a liaison for product and service information and sales-related inquiries • Manage high call volumes, telephone coverage, and customer issue resolution • Develop key performance indicators for team accountability • Build sustainable customer relationships through open communication • Oversee order processing against purchase orders and quote terms • Collaborate with Sales, Buyers, Logistics, Accounts Receivable, Pricing Analysts, and other stakeholders • Address and reconcile accounts receivable issues, quality concerns, complaints, and discrepancies • Manage account updates and transaction follow-up • Assess customer support processes and implement approved improvements • Oversee service contract business in line with revenue and profitability goals • Guide service contract quotes, orders, and customer asset management • Maintain product and pricing knowledge to support quoting • Advise sales representatives and field partners on contract guidelines • Manage complex service contract issues and escalations • Lead new-hire training and ongoing team skill development • Collaborate on proposals, bids, RFQs, contract preparation, and implementation • Use data analysis platforms and tools for business decisions and process improvements • Verify purchase orders and renewal quotes • Maintain health, safety, security, environmental, and operational compliance

🎯 Requirements

• Maintain training and compliance in health and safety, security, environmental, and operational aspects of daily activities • Ensure compliance with ISO standards, company policies, and SOPs related to consumables sales administration • Adhere to PerkinElmer DOA approval processes • Maintain accurate records in SAP and MTL or other sales automation tools