Customer Operations Specialist

PerkinElmer • Nashville, TN

362d • $48,360 - $72,280

About The Position

The position is focused on providing general customer support, service scheduling and processing, coordination, and communication. The role requires effective interaction with customers and service providers to ensure satisfaction and timely service delivery. Responsibilities include monitoring customer requests, processing service requests, scheduling maintenance, and ensuring compliance with service agreements. The candidate will also be responsible for data accuracy, presenting results to management, and acting as a point of escalation within the customer site teams.

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

• Bias for action and 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.
• Language: English.

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 response times to customer requests as per the Statement of Work and Service Level Agreement.
• Review and schedule preventive maintenance and compliance activities.
• Follow up on service events to confirm completion and customer satisfaction.
• Utilize applicable 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 KPI.
• Present results to the manager.
• Act as a point of escalation within the Customer site teams.
• Share and implement best practices and training opportunities.
• Articulate effectively with technically oriented people.
• Discuss troubleshooting/repair situations with service providers or customers.
• Monitor open requests and work to achieve closure.
• Escalate problems to the manager or appropriate program leader.
• Follow up to ensure all questions/requests/customer commitments are resolved.

Benefits

• The annual compensation range for this full-time position is $48,360 to $72,280.

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees