Customer Operations Associate Boston, Massachusetts SAVE JOB

PerkinElmer • Boston, MA

249d • $48,360 - $72,280

About The Position

The Customer Operations Associate position is based in Boston, Massachusetts. The role involves ensuring effective communication and resolution of customer requests, processing equipment service requests, scheduling maintenance, and monitoring service delivery to meet customer satisfaction. The associate will work closely with service providers and internal teams to ensure compliance with service level agreements and customer requirements. Responsibilities also include data entry, follow-up on service events, and maintaining training and compliance in health and safety aspects.

Requirements

• Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience.
• Microsoft Office experience, including MS Outlook.
• Excellent verbal and written communications skills.

Nice To Haves

• High level of commitment to the customer.
• Ability to work effectively in a team and individually; organized with great time management skills.
• Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required.
• Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience desirable.
• Exceptional analytical skills.
• Excellent Excel skills.
• Open to change and technological offerings.
• Self-motivated individual with strong follow-up skills.

Responsibilities

• Refer customers to the correct internal professional for effective escalation, transfer, or reassignment.
• Monitor and respond to customer requests ensuring effective communication.
• Process requests for equipment service.
• Schedule regular maintenance and record all event activities in applicable CMMS.
• Communicate timely program information to selected service providers.
• Monitor customer requests to ensure response times meet requirements.
• Review and schedule preventive maintenance and compliance activities.
• Follow up on service events to confirm completion and customer satisfaction.
• Utilize CMMS to capture pertinent details regarding events.
• Complete follow-up transactions in an organized and efficient manner.
• Work with the service delivery team to meet service delivery goals.
• Provide visibility to data accuracy in comparison to process metrics and KPIs.
• Present results to the manager.
• Act as a point of escalation within the Customer site teams.
• Share and implement best practices and training opportunities.
• Communicate program information to service providers.
• Discuss troubleshooting/repair situations with service providers or customers.
• Monitor open requests to achieve closure and meet metrics requirements.
• Escalate problems to the manager or appropriate program leader.
• Follow up to ensure all customer commitments are resolved.
• Maintain training and compliance in health and safety, security, and operational aspects.

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Associate degree