Oferta pracy

Customer Service & Order Management Specialist with French

PerkinElmer Shared Services sp. z o.o. About the company

PerkinElmer Shared Services sp. z o.o.

Aleja Generała Tadeusza Bora-Komorowskiego 25

Kraków

Your responsibilities

  • Monitor & respond to email, web portal to ensure requests are responded to according to established standards or special SLA´s.

  • As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction.

  • Monitor & respond to email and web portal to ensure response times are within the requirements set for in the respective customer Statement of Work and Service Level Agreement.

  • Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer. Obtain customer purchase orders for billable events before work is started.

  • Utilize SAP, Service Max and/or customer’s system of record, if required, to capture details regarding the event.

  • Input data from Field Service Reports (FSR’s) into required system of record, assuring that start and end dates and times are correct.

  • Collect proper customer data and information for account creation and maintenance (equipment adds to the program, deletes from the program, or entitlement changes.

  • Run required reports to identify Maintain service events which require charge back to the customer.

  • Complete the chargeback process to prepare for customer invoicing.

  • Obtain required documentation and approval prior to creation of Purchase Orders for service requests to be completed by non-PerkinElmer suppliers.

  • Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators)

  • Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.

  • Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.

Our requirements

  • B.A/B.S. degree or 1 to 3 years of experience in a team-based customer service environment / order management / costomer or vendor quiries management.

  • Demonstrated experience using software for word processing, email, order entry, and others as required.

  • SAP, Salesforce, Service Max experience desirable.

  • Language: English and French as a must on B2 level.

  • Knowledge of MS Office, including MS Excel (vlookup, pivot tables)

  • Ability to work effectively in a team and individually; organized with good time management skills.

  • Bias for action and high level of commitment to customer.

  • Excellent verbal and written communications skills.

What we offer

  • Attractive compensation and performance bonus

  • Private medical care (incl. dental care)

  • Life & accident insurance Social Fund benefits (Christmas vouchers, vacation and childcare subsidies, cinema tickets, etc.)

  • Recognition & referral awards

  • Tuition reimbursement program

  • Language classes

  • Home office

  • Bike ride subsidy

  • Business, technical and soft skills trainings

  • CSR activities

  • Sport programs (individual and team)

  • Modern office facility including parking lot

  • Casual dress policy

  • Fresh fruit served every morning

  • Relaxation, gaming and nursery room

  • …and up to 30 days of vacation!

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • fruits

  • no dress code

  • leisure zone

  • extra social benefits

  • holiday funds

  • employee referral program

PerkinElmer Shared Services sp. z o.o.

PerkinElmer enables scientists, researchers and clinicians to address their most critical challenges across science and healthcare. With a mission focused on innovating for a healthier world, we deliver unique solutions to serve the diagnostics, life sciences, food and applied markets. We strategically partner with customers to enable earlier and more accurate insights supported by deep market knowledge and technical expertise. Our dedicated team of 12,500 employees worldwide is passionate about helping customers work to create healthier families, improve the quality of life, and sustain the wellbeing and longevity of people globally. The Company reported revenue of approximately $2.8 billion in 2018, serves customers in more than 150 countries, and is a component of the S&P 500 index.

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