Pologne, Krakow (Cracow)PerkinElmer
Date de publication 04.09.2023
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Customer Accounts Coordinator with French
Job Title
Customer Accounts Coordinator with French
Location(s)
Krakow
We are looking for a Customer Accounts Coordinator to support one of our Customers in France.
Responsibilities:
General Customer Inquiries:
- Monitor & respond to emails, web portal to ensure requests are responded according to established standards or special SLAs.
- As necessary, refer a customer to the correct internal professional to ensure the most effective escalation, transfer or reassignment path, achieving resolution and customer satisfaction.
Service Scheduling and Processing:
- 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.
- 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 (FSRs) into required system of record, assuring that start and end dates and times are correct.
- Collect proper customer data and information for account creation and maintenance (equipment adds to the program, deletes from the program, or entitlement changes.
- Run required reports to identify Maintain service events which require charge back to the customer.
Purchase Order Creation:
- Obtain required documentation and approval prior to creation of Purchase Orders for service requests to be completed by non-PerkinElmer suppliers.
- Work with service delivery team to ensure service delivery goals are met for cost savings, cost avoidance and KPIs (Key Performance Indicators)
Communication:
- Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
- 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.
Requirements:
- B.A/B.S. degree or 1 to 3 years of experience in a team-based customer service environment / order management / customer or vendor queries management.
- Demonstrated experience using software for word processing, email, order entry, and others as required.
- SAP, Salesforce, Service Max experience desirable.
- Language: French as a must on C1 level.
- Knowledge of MS Office, including MS Excel
- 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.
What we offer:
- attractive compensation and performance bonus
- recognition & referral awards
- tuition reimbursement program
- business, technical and soft skills trainings
- private medical care (incl. dental care)
- life & accident insurance
- sport programs (individual and team)
- CSR activities
- Social Fund benefits (Christmas vouchers, vacation and childcare subsidies, cinema tickets, etc.)
- modern office facility including parking lot
- home office
- ...and up to 30 days of vacation!
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