Assistant Manager - Customer Ops, SEA & Oceania

Overview

Assistant Manager role in Customer Operations for the SEA and Oceania region, handling customer service inquiries, order management and documentation for PerkinElmer products and services.

What you'll do

• Respond to customer service inquiries regarding company products, features and/or services.
• Research, document and communicate recurring technical issues.
• Escalate unresolved issues to the Technical Support team.
• Facilitate and coordinate Returned Material Authorization (RMA) as necessary.
• Ensure complete and accurate documentation of customer requirements.
• Provide order entry and order management support for customers, including scheduling orders and service dates and creating invoices.
• Keep the customer informed about order status within defined TAT, based on the customer PO.
• Quality check the PO by checking quotation details (quantity of items listed) as per company order policy and process.
• Review terms and conditions as per the set process to fulfill purchase order requirements.
• Fulfill all documentary requirements as per defined timelines.
• Actively collaborate with cross-functional teams to meet customer expectations.
• Share periodic MIS with the leadership team, internal team and regional managers as per current business requirements.
• Maintain timely control of customer orders, amendments and other documents in SAP or the recommended database, ensuring accurate record retention and compliance with corporate policies.
• Manage customer complaints and escalations, giving patient attention to grievances to provide timely resolution.
• Organize and execute daily tasks to provide efficient, quality service to customers.
• Execute sales order processing in the SAP environment with appropriate compliance checks.
• Create purchase orders for third-party vendors/suppliers.
• Align with the commercial and service teams on on-job installation and advise them on customer delivery location.
• Create SAP delivery orders (DO) and invoices (INV), and manual documentation where needed, for customers with special requirements uploading to the customer web.
• Support engineers on service requests by opening service work orders.
• Order service parts for engineers and follow up on delivery status.
• Ensure the ServiceMax system is fully utilized and operated efficiently to support business.
• Handle customer complaints and work with relevant parties to resolve them.
• Drive sales return and customer return processes in line with defined guidelines.
• Actively contribute to process improvement and demonstrate a customer-centric approach.
• Coordinate and track sales order fulfillment status against customer expectations, and escalate to management to accelerate delivery.
• Participate in special projects and key initiatives identified from time to time.

Details

• Location: Mumbai.