OneSource Customer Operations

PerkinElmer; Waterford; On-site; EUR 40,000 - 60,000; Full time

Job summary

PerkinElmer is seeking a OneSource Customer Operations professional in Waterford, Ireland. Key responsibilities include gathering customer requirements and ensuring compliance with service agreements. The ideal candidate will have a strong customer service orientation and excellent interpersonal skills.

Candidates should have 3-5 years of administrative experience or equivalent education, along with proficiency in Microsoft Office and experience with CMMS databases. Join us to support the Life Science Industry!

Qualifications

• Must possess good educational background with relevant experience.
• Strong customer service orientation required.
• Ability to communicate effectively both verbally and in writing.

Responsibilities

• Participate in gathering customer requirements during the contract renewal cycle.
• Ensure compliance with QHSE rules for service providers.
• Maintain training and compliance in health and safety.

Skills

Sense of Customer Service

Excellent understanding of Customer Care

Good interpersonal skills

Excellent written and verbal communication skills

Good organizational skills

Experience of working with CMMS databases

Proficiency in Microsoft office packages

Education

3–5 years administrative experience OR 2–3 years higher education

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft Outlook

Job description

Job Title

OneSource Customer Operations

Location(s)

Sanofi Waterford (Ireland) - Customer Site

Job Responsibilities

• Participate in gathering customer requirements during the contract renewal cycle, such as understanding and processing customer requests for services, planning preventive and/or corrective maintenance, and raising contract to vendor request for ad-hoc services.
• Collect documents required for on-site work (e.g., HSE and electrical approvals, GMP training, declaration of seconded workers) and correlate them with the work.
• Collect and forward the documents needed to update risk assessment documentation.
• Ensure that the service provider is aware of the Prevention Plan.
• Collect the maintenance and qualification protocols and check that they are consistent with the work to be carried out.
• Ensure that service providers are familiar with the company's and customer's QHSE instructions and procedures, and ensure that these are recorded.
• Welcome external service providers to the customer’s site in compliance with QHSE rules, and coordinate their arrival on site ensuring that work permits exist and checking that they are in order.
• Take delivery of the work from a documentary point of view.
• Fill in the supplier and customer monitoring database where applicable (as agreed in the contract) and ensure that it is updated regularly.
• Facilitate the running of the service by monitoring the receipt/dispatch of parts and equipment relating to the intervention.
• Act as the technical interface with service providers by providing technical feedback on faults encountered.
• Collect or provide information required for proper invoicing of services (e.g., WO closures, supply of OS estimates).
• Arrange invoicing for services not covered by the contract.
• Provide day-to-day support to customers by taking part in follow-up meetings and answering queries by email or telephone.
• Alert the Regional Manager in the event of a QHSE anomaly.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Critical Skills

• Sense of Customer Service
• Excellent understanding of Customer Care
• Good interpersonal skills
• Excellent written and verbal communication skills
• Good organizational skills
• Experience of working with CMMS databases
• Proficiency in Microsoft office packages, Excel, Word, Powerpoint, Outlook

Basic Qualifications

• Good Educational Background with 3–5 years administrative experience OR 2–3 years’ higher education or equivalent experience in commercial management

Preferred Qualifications

• Knowledge or experience of Life Science Industry
• Knowledge and experience of GxP