Manager, CE Customer Care (HYBRID REMOTE Shelton, CT)

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.

Job Title

Manager, CE Customer Care (HYBRID REMOTE Shelton, CT)

Location(s)

Shelton

The Manager, CE Customer Care will lead a dynamic team responsible for ensuring exceptional customer service and efficient management of service contract operations. This role includes overseeing the Customer Care Associates and Service Contract Administrators to deliver coordinated and value-driven support to our customers (internal and externally), enabling the success of our consumables and service contract sales initiatives. The ideal candidate will possess strong leadership skills, excellent process management capabilities, and a commitment to continuous improvement in line with company objectives.

Location: This is a hybrid role located in Shelton, CT.

Job Responsibilities:

Customer Care Management:

• Act as a liaison to provide product and service information, addressing inquiries related to consumables sales initiatives.
• Ensure the team delivers exceptional customer service by managing a high volume of calls, maintaining consistent telephone coverage, and resolving customer issues with accuracy and efficiency.
• Develop key performance indicators to ensure accountability for all team members
• Foster sustainable relationships and trust with customers through open and interactive communication.
• Oversee the processing of consumable orders, ensuring adherence to customer purchase orders and quote terms.
• Collaborate with Sales Representatives, Buyers, Logistics, Accounts Receivable, Pricing Analysts, and other stakeholders to ensure coordinated, comprehensive, and value-driven customer support.
• Address and reconcile AR issues, quality concerns, complaints, and discrepancies promptly.
• Manage general administration tasks, including account updates and follow-up on transaction issues, to ensure customer satisfaction.
• Ensure compliance with ISO standards, company policies, and SOPs related to consumables sales administration.
• Drive continuous improvement by participating in the assessment of customer support processes and implementing approved enhancements.

Service Contract Management:

• Oversee the management of service contract business, ensuring alignment with revenue and profitability goals.
• Develop key performance indicators to ensure accountability for all team members
• Guide the creation and modification of service contract quotes, orders, and customer assets, ensuring a high-efficiency workload.
• Maintain product and pricing knowledge across business units to support accurate and comprehensive quoting.
• Provide guidance to sales representatives and field partners on approved contract guidelines, ensuring compliance with company policies.
• Monitor and maintain accurate records in SAP and MTL or other sales automation tools.
• Manage and resolve complex issues and escalations related to service contracts.
• Lead training for new hires and support continuous skill development for the team.
• Collaborate with departments to develop proposals, manage bids and RFQs, and oversee contract preparation and implementation.
• Utilize data analysis platforms and tools to support business decision-making and process improvements.
• Ensure the accuracy of purchase orders and renewal quotes, adhering to