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OneSource Customer Account Coordinator

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    Location(s)
  • Milan, Lombardy

Status Regular Job ID JR-007358 Recruiting Region Europe

The purpose of the OneSource Customer Account Coordinator is to help ensure complete customer satisfaction with PerkinElmer by providing first level non-technical and basic technical support to customers contacting the OneSource Professional Services Support Center via telephone, facsimile, e-mail or other electronic system.  

Key Responsibilities

Identify & Respond to Customer Inquiries.    Acknowledge the customer, determine the nature of the call and provide a client focused first point of contact to answer customer inquiries, establish service calls, or refer customers to other service professionals within PerkinElmer in a way that demonstrates a commitment to total customer satisfaction.   Initiate outgoing calls focused on requesting and expediting requests for service and scheduling of activities with other Original Equipment Manufacturers (OEM’s) and Independent Service Providers (ISP’s). On a daily basis, the Customer Support & Account Coordinator will provide the following services to PerkinElmer customers 

General Customer Inquiries: 

  • Provide resolution for non-technical customer inquiries
  • Order or Assist with problems with parts (e.g. wrong part, broken part, etc.).
  • Respond to inquiries re: service delivery dates, service levels & PM scheduling. Follow up and resolve as required.
  • When necessary or appropriate, refer the caller to the correct internal professional in a manner that ensures the most effective escalation, transfer or reassignment path to bring problems or inquiries to a satisfactory resolution as determined by the customer. 
  • Monitor & respond to email, voicemail and fax to ensure requests for above services are responded according to established standards. 
  • Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
  • Provide customer with reports upon request and in support of performance review process.
  • Channel product sales inquiries into lead management system.
  • Participate in conference call with internal and external customers

Service/Support Routing:

  • Process domestic service requests and follow-up transactions.  
  • Schedule domestic corrective & Preventative Maintenance Visits (PM’s)
  • Identify Customer’s instrument/system-based or technical need & ensure that call is routed to proper internal professional or primary service provider for resolution
  • Collect proper customer data and information for account creation and maintenance (Adds, deletions, chargeback’s).
  • Process/route/follow-up on all “hard-copy” domestic service orders received over the fax machines and through standard mail.
  • Review scheduled PM’s and other scheduled compliance activities (OQ, PQ and validation) and route to Customer Support Engineers or primary service provider as appropriate.   
  • Maintain complete and accurate log of all calls and issues as required.
  • Monitor & respond to email, voicemail and fax to ensure requests for above services are responded to according to established service levels. 
  • Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
  • Input data from Field Service Reports (FSR’s) to the Managed Maintenance System (MMS).
  • Review invoices to ensure charges are commensurate with FSR’s and resolve or escalate all discrepancies.

Requirements

  • Bachelor Degree or equivalent experience
  • +5 years experience in a team-based customer service environment.
  • Ability to work effectively within a team and as an individual.
  • Bias for action and high level of commitment to customer.
  • Excellent verbal and written communications skills.
  • Organization and time management skills.
  • Proficiency in Microsoft Office.
  • Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required.
  • Ability to draft/maintain SOP’s in support of Quality System Requirements.
  • Fluent in English and Italian. Spanish nice to have
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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.

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