Customer Care Specialist (Springfield, IL OR Winnipeg, MB, Canada)

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 Care Specialist (Springfield, IL OR Winnipeg, MB, Canada)

Location(s)

CAD Remote – MB, Springfield

Job Description

Overview

The Perten Customer Care & Sales Support Administrator plays a crucial role in driving sales initiatives while delivering exceptional customer support. This position acts as a liaison between sales representatives, customers, and internal departments to ensure seamless order processing, issue resolution, and customer satisfaction. The ideal candidate is highly organized, detail-oriented, and committed to continuous improvement in sales operations and customer care.

Location: On site Mon-Fri and the role can be done out of either our Perten location in Springfield, IL (USA) or our other Perten location in Winnipeg, MB (CANADA). Final candidate must be located in a commutable distance to one of those 2 locations. Note: the Canadian role in MB is also ON SITE despite that it may say "remote".

Key Responsibilities

• Customer Care & Sales Support
• Serve as a primary contact for customer inquiries regarding sales, orders, and services.
• Build and maintain strong relationships with customers through interactive communication and problem-solving.
• Manage a high volume of inbound calls and ensure consistent telephone coverage.
• Process orders in accordance with quotes and customer purchase orders, ensuring accuracy and efficiency.
• Portal processing and other related e-commerce tasks.
• Address and resolve escalations, including order adjustments, credits, customer experience concerns, and quality issues.
• Operations & Administration
• Collaborate with Sales Representatives, Logistics, AR, Pricing Analysts, and other stakeholders to ensure seamless order fulfillment.
• Reconcile AR discrepancies and follow up on transaction issues to ensure prompt resolution.
• Provide data analysis and reporting on team performance, sales trends, and forecasting.
• Ensure adherence to company policies and standard operating procedures (SOPs).
• Maintain and update customer account information as needed.
• Assist in process improvement initiatives and implement best practices in sales administration.
• Conduct and participate in team meetings to share updates, new processes, and learning opportunities.