Customer Care Specialist

POSTED ON 7/28/2020 CLOSED ON 8/27/2020
PerkinElmer Hired Organization Address Shelton, CT Full Time

Job Posting for Customer Care Specialist at PerkinElmer

Customer Care Specialist

Purpose

The Customer Care Specialist will be responsible for helping ensure complete customer satisfaction with PerkinElmer by providing various services to customers who contact the PerkinElmer team via telephone, email or other electronic systems

Key Responsibilities

  • Response to customer requests via email, telephone, fax or system
  • Process domestic service requests and follow up transactions in a relevant customer service system (ServiceMax)
  • Open calls with clear professional greeting/summarize call for customer when closing/sets proper expectations for the response time
  • Identify customer’s technical needs and ensure that all calls are routed to the proper inside/outside service engineer for resolution
  • Schedule domestic Pre-Installation Visits (IPV), Installations and Preventative maintenance visits (PM’s)
  • Utilizes the complaint handling procedure
  • Assist with billing inquiries for service requests
  • General service administration which includes customer equipment records and customer ship to and bill to locations
  • Adhere to ISO standards and requirements
  • Actively participate in the ongoing assessment of customer support process and incorporate approved improvements
  • Provide support to internal and external stakeholders
  • Ability to identify cause of customer issues and pursue resolution with a sense of urgency and commitment to customers

Basic Qualifications:

  • Customer service in a team-based environment
  • Computer: Microsoft Office, IE, MS Outlook and other software applications as needed
  • High School Diploma

PerkinElmer Leadership Values & Associated Behaviors

Vision and Purpose.  Sees possibilities where others see only problems and acts to overcome them in a positive way. Performs in ways that demonstrate an understanding of and commitment to the vision and strategy of the company, business unit or team.  Inspires and motivates others by modeling the vision and values of the organization and encouraging others through his or her example.  Supports a common goal.

Ethics and Integrity.  Applies common sense and good judgment in all business dealings even when it might be easier to “bend the rules”. Understands and obeys all laws and regulations as they pertain to our business and takes great care to protect organization from exposure to liability. Is widely trusted.  Enhances reputation of the organization through the consistent application of the highest standards of business conduct. Lives by PerkinElmer values and sets an example for others. 

Bias for Action.  Demonstrates a sense of urgency in meeting the needs of customers or internal partners.  Responds quickly and professionally to achieve important goals. Focuses on speed in getting things done without sacrificing quality.  Sets priorities, seizes opportunities to meet and achieve goals.   Displays high energy and energizes others.  Displays edge in making people and portfolio decisions but does so with compassion and principles.   Reduces cycle time and bureaucracy.  Does not hold to outmoded ways of doing things.  Looks for opportunities to improve processes.  Eliminates waste and unnecessary work.  Is a change agent for the organization and helps others effectively adapt to and respond to continuous change.  Consistently adapts with positive outlook and understanding of the need to change. 

Teamwork.  Initiates and supports meaningful projects that are customer focused and value adding.  Willingly participates in cross-functional projects and accepts accountability for his/her role on a project team.  Demonstrates trust in team members, empowers them to solve problems and make decisions.  Cooperates with other members, shares knowledge and follows through on commitments.  Demonstrates boundaryless behavior by sharing resources cross functionally and demonstrating willingness to break through established boundaries.  Does not protect turf. 

Innovation.  Promotes or exhibits creativity and informed risk-taking.  As a team leader, encourages “out of the box” thinking that leads to new ways to accomplish organizational goals.  As an individual contributor, consistently initiates new approaches to meeting customer needs, reducing costs, increasing efficiency and enhancing quality.   Strives for technical and market leadership through a thorough understanding of market demands & customer needs and taking steps to enhance PerkinElmer’s value proposition.  Establishes processes for continuous improvement.  Consistently seeks opportunities to improve processes & quality and acts in the best interest of the customer and the company

Developing People. Emphasizes a “who first” approach to ensuring the right people are in the right roles to achieve department and organizational goals.   Recruits and selects a diverse team of talented individuals.  Not afraid to hire people more talented than him or herself.  Makes right calls on selecting, assigning and redeploying people consistent with the organization’s strategic initiatives.  Consistently drives development of his/her team through effective use of LOR, by providing frequent and candid feedback and through consistent modeling of PerkinElmer leadership initiatives.  Creates stretch assignments for people that develop their skills and contribute increased value to PerkinElmer’s leadership bench.  Consistently provides feedback, recognition and rewards in ways that motivate and inspire others to achieve their true potential.  Is a model of leadership for others to follow.  Communicates consistently and effectively with peers, direct reports and internal partners in a way that strengthens alignment with and accomplishment of organizational goals. 

Customer Commitment.  Puts the customer first in all aspects of work.  Understands who his/her customers are and focuses all work process toward the achievement of total customer satisfaction.  Communicates commitments and meets or exceeds them every time.  Demonstrates in both words and actions that meeting customer needs is a priority.  Communicates this to others.  Drives this value throughout the organization by developing others and being a champion for customer satisfaction.

Performance.  Understands the goals of the organization and sets and achieves ambitious goals that are consistent with the goals of the organization.  Establishes clear metrics for tracking results and measuring success.  Measures right things & consistently achieves results.

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