Customer Accounts Specialist

<p>When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.</p><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><h2><span><span><span><b>Job Title</b></span></span></span></h2></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span>Customer Accounts Specialist<span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><h2><br/><span><span><span><b>Location(s)</b></span></span></span></h2></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span>Krakow<p><b>General Customer Inquiries: </b> </p><ul><li>Monitor &amp; respond to email, web portal to ensure requests are responded to according to established standards or special SLA´s. </li><li>Communicate with and provide administrative backup support to the on-site team. </li><li>As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction. </li></ul><p></p><p><b>Service Scheduling and Processing:</b></p><ul><li>Monitor &amp; 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.</li><li>Process requests for equipment service, confirming equipment coverage and service provider, identifying events which will be billable to the customer.</li><li>Review and schedule entitlements (PM, CAL, OQ, PQ and validation) and assign to PerkinElmer engineer, OEM or TPV, working to schedule out 60-90 days in advance of required event.</li><li>Follow up on service events to confirm the event has been completed and the customer is satisfied.</li><li>Utilize SAP, Service Max and/or customer’s system of record, if required, to capture details regarding the event.</li><li>Input data from Field Service Reports (FSR’s) into required system of record, assuring that start and end dates and times are correct.</li><li>Collect proper customer data and information for account creation and maintenance (equipment adds to the program, deletes from the program, or entitlement changes).</li></ul><p></p><p><b>Purchase Order Creation:</b></p><ul><li>Obtain required documentation and approval prior to creation of Purchase Orders for service requests to be completed by non-PerkinElmer suppliers.</li><li>After PO’s have been issued, ensure service delivery dates are correct and revise as necessary, per follow-up with suppliers and customers.</li><li>Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators).</li></ul><p></p><p><b>Out of Scope Charges:</b></p><ul><li>Run required reports to identify Maintain service events which require charge back to the customer.</li><li>Complete the chargeback process to prepare for customer invoicing.</li></ul><p></p><p><b>Communication:</b></p><ul><li>Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.</li><li>Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.</li><li>Follow up to ensure that all <span>questions/requests/customer</span> commitments are responded to or resolved to the customer’s satisfaction</li></ul><p></p><p><b>Requirements:</b></p><ul><li>B.A/B.S. Degree or 1+ (+3) years of experience in a team-based customer service environment.</li><li>Ability to work effectively in a team and individually; organized with good time management skills.</li><li>Bias for action and high level of commitment to customer.</li><li>Excellent verbal and written communications skills.</li><li>Demonstrated experience using software for word processing, email, order entry, and others as required. Proficiency in Microsoft Office; SAP experience desirable.</li><li>Language: fluent English, any additional Europea