Consumer Strategy & Operations Manager at Upside overseeing operational excellence across consumer marketing initiatives and driving strategic priorities to actionable plans.
About the role
- Customer Operations Specialist for PerkinElmer assisting customers with inquiries and service requests. Requires German language skills and experience in customer service environments.
Responsibilities
- Identify & Respond to Customer Inquiries
- Acknowledge the customer, determine the nature of the request and provide a customer focused first point of contact to answer customer inquiries, establish Work Orders, or refer customers to other service professionals within PerkinElmer in a way that demonstrates a commitment to total customer satisfaction
- Initiate request for service and scheduling of activities with other Original Equipment Manufacturers (OEM), Third Party Vendors (TPV) or Independent Service Provider (ISP)
- Monitor & respond to email, web portal to ensure requests are responded to according to established standards or special SLA´s
- Communicate with and provide administrative backup support to the on-site team
- Channel product sales inquiries to the appropriate sales/service leader
- 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 email and web portal to ensure response times are within the requirements set for in the respective customer Statement of Work and Service Level Agreement
- Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer
- Obtain customer purchase orders for billable events before work is started
- Review and schedule entitlements (PM, CAL, OQ, PQ and validation) and assign to PerkinElmer engineer, OEM or TPV, working to schedule out 60-90 days in advance of required event
- Follow up on service events to confirm the event has been completed and the customer is satisfied
- Utilize SAP, Service Max and/or customer’s system of record, if required, to capture details regarding the event
- Input data from Field Service Reports (FSR’s) into required system of record, assuring that start and end dates and times are correct
- Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines
- Collect proper customer data and information for account creation and maintenance (equipment adds to the program, deletes from the program, or entitlement changes)
- 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
- Communicate at least weekly with Customer Account Coordinator regarding open requests and issues, to achieve closure
- Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction
- 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
Requirements
- B.A/B.S. Degree or 1+ (+3) years of experience in a team-based customer service environment
- Language: full professional German and good English
- Ability to work effectively in a team and individually; organized with good time management skills
- Bias for action and high level of commitment to customer
- Excellent verbal and written communications skills
- Demonstrated experience using software for word processing, email, order entry, and others as required
- Proficiency in Microsoft Office
- SAP and ServiceMax experience desirable
Benefits
- Private healthcare including dental care – MEDICOVER
- Life and long-term disability insurance
- MyBenefit Cafeteria system
- Multisport Card
- Social Fund Subsidies
- Home Office allowance
- Tuition reimbursement
- Referral awards
- Internal career development opportunities in multiple business areas
- Day off to celebrate your birthday
- Up to 3 additional days of vacation by length of service in the company
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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