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eCommerce Resolution Specialist

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    Location(s)
  • Shelton, CT

Status Regular Job ID JR-011415 Recruiting Region Americas

Responsibilities

  • Solving for immediate customer needs including requests for help, questions, complaints, issues or task  requests
  • Acting as the customer facing “case owner” from end to end when the customer has reported a problem - sets proper expectations internally and with customers
  • Is the Subject Matter Expert for how to support PerkinElmer’s digital commerce customers with any problems they may have
  • Handles incoming contact from customers and customer systems (calls, email, 3rd party platforms)  
  • Logging, classifying, and solving and closing any issues that arise in a timely and effective manner and keeping the customer informed throughout the process
  • Follows initial troubleshooting steps before escalation to other subject matter experts on the team by using the website, web admin tool, SAP, working with 3rd party platform support
  • Proactively identifying issues that would otherwise impact the customer and fixing them
  • Responsible for customer support and set up that enables orders to get into the system and invoices getting to the customer fast as possible
  • Sharing knowledge and best practices.  Following and finding ways to improve upon global SOPs and SLAs
  • Tracking all work and resolutions in Salesforce.com
  • Understanding and following global and regional PKI Customer Care policy and procedures 
  • Actively participating in the on-going assessment and refinement/improvement of support processes
  • Actively ensuring that internal business partners are equipped to support our customers quickly, effectively and professionally

Qualifications:

  • Customer facing issue resolution experience
  • Must be committed to and passionate about delivering an exceptional customer experience  
  • Professional, emotionally mature and ethical, strong interpersonal skills and ability to work well with a broad range of personality styles and types
  • Excellent written and verbal communication skills - clearly and accuratelt communicates pertinent information in own words with consideration to demonstrate understanding of customer requests and needs
  • Ability to see improvements and constantly improve the ways we do things - proactively seeks ways to increase knowledge and performance
  • Tools and systems experience:  Microsoft Office, SAP, Chrome, first hand experience buying products online
  • General overall understanding of business processes including: Customer Service, E-Catalogs/Deals, E-commerce, Contracts/Bids, ITC, Sales Support, TT1, Customs/LQC, RT, Scheduled orders,
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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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