Customer Service Representative- REMOTE
Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.
Our dedicated team of about 16,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.
If you are seeking a meaningful, impactful, and stimulating career, look no further.
Process Quotes and Bids. Prepare and process correspondence, quotes and bids for sales team members in the field. Review quote request submitted by sales team member, prepare formal SAP generated quotations and send to customer by email, fax and/or US mail. Provide copy to sales team members. Maintain working knowledge of various business unit policies and procedures, Trade-In Programs, Discount Guidelines and Approval Requirements, Promotions, GSA and various other contract guidelines, Used and Demo Instrumentation, etc. Follow up with Sales to ensure the proper instrument system/configuration is being quoted. Work from the customer requirements to gather and supply specific information related to a bid. Follow up with internal departments to meet customer data requirements and assemble materials within the timeframes required by customer. Ensure that proper discounting programs and policies are followed and applied to quote and order. Confirm all exceptions with management.
Respond to customer inquiries. Answer questions and provide information related to existing or potential instrument, consumable and accessory, contracts, orders and sales. Make follow-up calls to customer or field personnel to inquire on the status of an order as applicable.
Process Purchase Orders. Receive purchase orders via email, fax, mail and internet from customers and sales representatives. Review for accuracy to quotation. Confirm all pricing, promotions and other discounting. Verify all required information is provided on the purchase order. Follow-up on discrepancies with field representative and/or customer as required. Coordinate with Global Order Fulfillment team to ensure customer expectations regarding shipping/delivery, etc. are met. Enter and processes all orders into the SAP system.
Resolve Collections Issues. Provide support to collectors in resolving invoicing/payment issues. Research to resolve issues impacting customer payment of invoices, e.g., incorrect billing address, invoice/PO discrepancies, tax issues, etc. Contact and coordinate with appropriate field sales people to resolve issues and expedite payment.
Provide administrative support for sales organization. Provide administrative support to sales organization by developing, preparing, processing, tracking and reconciling processes and forms for various sales activities. Tracks documents, forms, purchase orders, etc. Maintain databases and other documentation or systems daily if applicable as required.
Critical Success Factors
Communication. Demonstrates exceptional skill in verbal and written communications. Prepares written material that follows generally accepted rules of style and form, is appropriate in tone, and accomplishes the
intended purpose. Expresses information, in writing and orally, in a succinct and organized manner that is appropriate for the intended audience. Effectively listens to others and clarifies information as needed.
Customer Focus: Works with customers and partners to accurately assess their needs. Provide information or assistance and resolve problems or satisfy requirements. Committed to providing quality output and customer service.
Interpersonal/Relationship Building. Experience working with all levels and areas of the organization. Demonstrates ability to build and maintain positive and productive working relationships with all kinds of people. Seeks and values the contributions of others.
Organization. Extremely organized individual. Demonstrates a systematic approach to organizing daily tasks and accomplishing projects.
Flexibility: Open to change and new information. Adapts behavior and work methods in response to new information, changing conditions or unexpected obstacles. Adjusts rapidly to new situations warranting attention and resolution. Deals calmly and effectively with high stress situations, such as tight deadlines and fiscal month/quarter/year end pressures.
Teamwork: Encourages and facilitates cooperation, pride, trust and group identity. Works effectively with others to achieve individual and team goals. Facilitates an open exchange of ideas. Fosters an atmosphere of open communication.
Time Management: Using time in the most effective and productive way, properly assessing and utilizing priorities in time allocation. Controls distractions that waste time and break work flow
Decision Making/Problem-Solving. Has a bias for action. Demonstrates flexibility in problem solving and adapts solutions to business needs. Can recommend new approaches and solve problems in intelligent, creative and appropriate ways.
Integrity and Ethics: Contributes to maintaining the integrity of the organization. Displays high standards of ethical conduct and understands the impact of violating these standards on the organization, self, and others.
Continuous Learning. Demonstrates willingness and ability to learn. Can learn new industry, company, or technical knowledge as well as business skills. Maintain working knowledge of department, business unit and company policies and procedures.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.
- Associate degree and 2 years of customer service experience in a team-based environment
- Bachelor's degree and 0-2 years of customer service experience in a team-based environment
- Computer: Microsoft Office, IE, MS Outlook and other software applications as needed
- Effectively communicate information in both written and verbal form to internal and external customers
- Prior knowledge of the life sciences industry
- Advanced customer service skills & three or more years of call center experience preferred
- Geographical knowledge of service area
- Map reading skills
- The ability to identify the root cause of customer issues and pursue resolution proactively with a sense of urgency and commitment to customers