Customer Service Coordinator

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

Customer Service Coordinator

Location(s)

GSK Ware (UK) – Customer Site

Key Responsibilities:

• Using the Computerised Maintenance Management System (CMMS), assigns distributes and co-ordinates, where required, all PM/Calibration work orders for all GSK R&D sites liaising with the LIS Schedules and other Scientific Services teams.
• Continually reviewing and improving customer experience.
• On a daily basis, receives all written and electronic work requests for all GSK R&D and CHC sites, verifies completeness of all entries, issues work order to appropriate Supervisor or LIS Scheduler.
• On a daily basis, follows up immediately with all customers raising work requests to get the righ information required. (Walk to labs, face to face meetings and GEMBAs with customers)
• On a daily basis, monitors and manages the customer support group mailbox to ensure all email queries are assigned to the appropriate member of the team.
• Respond to all customer queries in a timely manner.
• Liaises with Vendor Management Administrator to ensure all calibration labels are prepared and distributed when required, following documented processes.
• Ensures up to date communication with the customer as to the status of the work order until completion of work.
• Reviews and updates CMMS records to ensure they accurately reflect current status and maintenance plans for equipment.
• Where changes affect GxP equipment ensures compliant procedures have been followed.
• Escalates in a timely manner, any issues or concerns that arise.

Competencies:

• Excellent understanding of customer service.
• Good educational background.
• Administrative and/or customer service experience.
• Excellent written and verbal communication skills.
• Excellent organisational and planning skills.
• Ability to prioritise and co-ordinate workload.
• Experience of working with databases or systems.
• Knowledge of GxP.
• Proficiency in Microsoft Office packages (excel, word, outlook)
• Able to work at Stevenage site when required