Manager, CE Customer Care (HYBRID REMOTE Shelton, CT)

Responsibilities

The Manager, CE Customer Care will lead a dynamic team responsible for ensuring exceptional customer service and efficient management of service contract operations. This role includes overseeing the Customer Care Associates and Service Contract Administrators to deliver coordinated and value-driven support to our customers (internal and externally), enabling the success of our consumables and service contract sales initiatives. The ideal candidate will possess strong leadership skills, excellent process management capabilities, and a commitment to continuous improvement in line with company objectives.

Location: This is a hybrid role located in Shelton, CT.

Job Responsibilities:

Customer Care Management:

• Act as a liaison to provide product and service information, addressing inquiries related to consumables sales initiatives.
• Ensure the team delivers exceptional customer service by managing a high volume of calls, maintaining consistent telephone coverage, and resolving customer issues with accuracy and efficiency.
• Develop key performance indicators to ensure accountability for all team members
• Foster sustainable relationships and trust with customers through open and interactive communication.
• Oversee the processing of consumable orders, ensuring adherence to customer purchase orders and quote terms.
• Collaborate with Sales Representatives, Buyers, Logistics, Accounts Receivable, Pricing Analysts, and other stakeholders to ensure coordinated, comprehensive, and value-driven customer support.
• Address and reconcile AR issues, quality concerns, complaints, and discrepancies promptly.
• Manage general administration tasks, including account updates and follow-up on transaction issues, to ensure customer satisfaction.
• Ensure compliance with ISO standards, company policies, and SOPs related to consumables sales administration.
• Drive continuous improvement by participating in the assessment of customer support processes and implementing approved enhancements.

Service Contract Management:

• Oversee the management of service contract business, ensuring alignment with revenue and profitability goals.
• Develop key performance indicators to ensure accountability for all team members
• Guide the creation and modification of service contract quotes, orders, and customer assets, ensuring a high-efficiency workload.
• Maintain product and pricing knowledge across business units to support accurate and comprehensive quoting.
• Provide guidance to sales representatives and field partners on approved contract guidelines, ensuring compliance with company policies.
• Monitor and maintain accurate records in SAP and MTL or other sales automation tools.
• Manage and resolve complex issues and escalations related to service contracts.
• Lead training for new hires and support continuous skill development for the team.
• Collaborate with departments to develop proposals, manage bids and RFQs, and oversee contract preparation and implementation.
• Utilize data analysis platforms and tools to support business decision-making and process improvements.
• Ensure the accuracy of purchase orders and renewal quotes, adhering to PerkinElmer DOA approval processes.
• Drive continuous improvement by participating in the assessment of customer support processes and implementing approved enhancements
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Basic Qualifications

• Bachelor’s Degree in Business or related field; service industry experience preferred.
• 5+ years of experience in operations management, preferably in a customer service or contract administration role.

Preferred Characteristics

• Experience with SAP, MTL, and other data management tools is preferred.
• Proven experience working with CRM or sales automation software.
• Strong negotiation skills and the ability to influence without direct authority. Demonstrated ability to develop solutions and manage tasks through prescribed processes.
• Strong attention to detail and commitment to delivering high-quality, accurate work.
• Effective communication skills across all organizational levels.
• Ability to work in a fast-paced environment and adapt to changing priorities.

The annual compensation range for this full-time position is $77,480.00 to $96,720.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.