Customer Accounts Specialist
Poland
Responsibilities
Location Kraków, PL Job ID REQ-055102General Customer Inquiries:
- 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.
- As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction.
Service Scheduling and Processing:
- 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.
- 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.
- Collect proper customer data and information for account creation and maintenance (equipment adds to the program, deletes from the program, or entitlement changes).
Purchase Order Creation:
- Obtain required documentation and approval prior to creation of Purchase Orders for service requests to be completed by non-PerkinElmer suppliers.
- After PO’s have been issued, ensure service delivery dates are correct and revise as necessary, per follow-up with suppliers and customers.
- Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators).
Out of Scope Charges:
- Run required reports to identify Maintain service events which require charge back to the customer.
- Complete the chargeback process to prepare for customer invoicing.
Communication:
- 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.
- Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction
Requirements:
- B.A/B.S. Degree or 1+ (+3) years of experience in a team-based customer service environment.
- 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 experience desirable.
- Language: fluent English, any additional European language is a plus
- Good MS Office (Excel) skills
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.
