Customer Operations Specialist - German Speaking

Poland

Location Kraków, PL

Job REQ-056128

Our team in Krakow is growing. We are hiring a Customer Operations Specialist, a German speaker to join our One Source team in Krakow.

More information about our One Source services:
One Source Laboratory Solutions

Hybrid working model, Krakow, Quattro Business Park (3days office)

Key Responsibilities

Identify & Respond to Customer Inquiries. Acknowledge the customer, determine the nature of the request and provide a customer focused first point of contact to answer customer inquiries, establish Work Orders, or refer customers to other service professionals within Perkin Elmer in a way that demonstrates a commitment to total customer satisfaction. Initiate request for service and scheduling of activities with other Original Equipment Manufacturers (OEM), Third Party Vendors (TPV) or Independent Service Provider (ISP).

On a daily basis, the Customer Account Specialist will provide the following services to Perkin Elmer customers:

• Monitor & respond to email, web portal to ensure requests are responded to according to established standards or special SLA´s.
• Communicate with and provide administrative backup support to the on-site team.
• Channel product sales inquiries to the appropriate sales/service leader.
• 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.
• Review and schedule entitlements (PM, CAL, OQ, PQ and validation) and assign to Perkin Elmer engineer, OEM or TPV, working to schedule out 60-90 days in advance of required event.
• Follow up on service events to confirm the event has been completed and the customer is satisfied.
• 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.
• Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
• Collect proper customer data and information for account creation and maintenance (equipment adds to the program, deletes from the program, or entitlement changes.

• Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
• Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
• Communicate at least weekly with Customer Account Coordinator regarding open requests and issues, to achieve closure.
• Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.
• 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.
• Communicate at least weekly with Customer Account Coordinator regarding open requests and issues, to achieve closure

• B.A/B.S. Degree or 1+ (+3) years of experience in a team-based customer service environment.
• Language: full professional German and good English
• 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.
• Demonstrated experience using software for word processing, email, order entry, and others as required.
• Proficiency in Microsoft Office.
• SAP and Service Max experience desirable.