Remote Customer Care Manager - Service & Contracts Lead

PerkinElmer; Canada; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

PerkinElmer Canada is seeking a Customer Care Manager to lead a team delivering exceptional customer service for products, features and services. The role involves handling inquiries, coordinating RMAs, order management, and collaboration with Sales, Logistics and Finance to ensure accurate documentation and timely service delivery.

The position emphasizes driving process improvements, maintaining pricing knowledge, and ensuring compliance with ISO standards and SOPs within the consumables sales

Responsibilities

• Respond to customer service inquiries regarding company products, features and/or services.
• Researches, documents and communicates recurring technical issues.
• Escalates unresolved issues to Technical Support team.
• Facilitates and coordinates Returned Material Authorization (RMA).
• Ensures complete and accurate documentation of customer requirements.
• Provides order entry and order management support for customers.
• Schedules orders and service dates, creates invoices.
• Oversee service contract quotes, orders, and customer assets to ensure a high-efficiency workload.
• Maintain product and pricing knowledge across business units to support accurate quoting.
• Monitor and maintain accurate records in SAP and MTL or other sales automation tools.

Job description

PerkinElmer Canada is seeking a Customer Care Manager to lead a team delivering exceptional customer service for products, features and services. The role involves handling inquiries, coordinating RMAs, order management, and collaboration with Sales, Logistics and Finance to ensure accurate documentation and timely service delivery.

The position emphasizes driving process improvements, maintaining pricing knowledge, and ensuring compliance with ISO standards and SOPs within the consumables sales