Customer Service Rep

2 months ago


Thane, India PerkinElmer Full time

Execute Instrument orders individually and manage service orders by working with a team processing service orders.Knowledge on order fulfillment process for a designated business or group of businesses and customers, handling priority and foundational customers with a high degree of complexity.
- Keeping the customer informed about the order status within defined TAT, based on the PO raised by the customer.
- Quality check of the Customer PO: Checking the quotation details (quantity of the items listed) as per the company order acceptance policy and process.
- Review Customer Purchase Order in line with Tender specific requirement and align with Late Delivery or other related penalties if any to the Management.
- Review terms and conditions as per the set process to fulfil purchase order requirement(s)
- Track Payment Terms (such as - Advance, Against Delivery and drive shipment planning based on Customer dynamics.)
- Fulfill all the documentary requirement as per the defined timelines.
- Read, Vet & Execute Letter of Credit related documentation Management and Banker relations
- Actively collaborating with the cross functional teams to meet customer expectations.
- Strengthen customer intimacy by developing solid relationships, understanding customer needs.
- Maintain service levels according to business prioritization.
- Periodical MIS to be shared with the leadership team, internal team, regional managers, etc as per the current business requirement.
- Maintaining timely control of contract orders, amendments, and other documents in SAP to ensure accurate retention of records.
- Manage customer complaints & escalations by giving patient ear to their grievance to provide timely resolution.
- Assist Customer Master Record Creation/ Change/ Amend in SAP or related tools including Contacts as per Customer Onboarding related requirements.
- Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service.
- Support customer in providing adequate informations pertains to supplies status and deliverables including customized documentation management.
- Accountable for Customer Satisfaction.



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