Customer Service Coordinator

at  PerkinElmer

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

• 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.