Customer Operations Associate

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $48.4k - $72.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Plan and oversee enterprise-level support and service activities for company products and services for designated clients • Ensure quality service and operational performance within program and delivery standards • Develop client relationships and understand client business and product installations to identify service needs and plan service delivery • Drive proactive service and support mechanisms to reduce client downtime and support costs • Act as the single point of client contact to coordinate resolution of service incidents and escalation of technical issues • Collaborate with sales and support groups to demonstrate support offering value and identify expanded support business opportunities • Refer customers to the correct internal professional for effective escalation, transfer, or reassignment • Monitor and respond to customer requests and process equipment service requests • Schedule regular maintenance, preventive maintenance, compliance activities, and record event activities in applicable CMMS • Communicate program information to service providers and coordinate service delivery meeting customer requirements • Follow up on service events to confirm completion and customer satisfaction • Capture pertinent event details in CMMS and complete follow-up transactions accurately and efficiently • Work with the service delivery team to meet service delivery goals • Provide visibility into data accuracy compared with processes, metrics, and KPIs • Present results to the manager • Serve as a point of escalation within customer site teams • Share and implement best practices and training opportunities • Discuss troubleshooting and repair situations with service providers or customers • Monitor open requests, achieve closure, and meet metrics requirements • Escalate problems to the manager or appropriate program leader or customer program contact • Follow up to ensure questions, requests, and customer commitments are resolved to customer satisfaction

🎯 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 • 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 • Ability to work effectively in a team and individually; organized with great time management skills • High level of commitment to the customer • Open to change • Open to Technological offerings • Self-motivated individual with strong follow-up skills