Assistant Manager - Customer Ops, SEA & Oceania

PerkinElmer; Mumbai City; On-site; INR 600,000 - 900,000; Full time

Job summary

PerkinElmer in Mumbai is seeking an Assistant Manager - Customer Ops to lead order entry, service scheduling and customer communications for SEA & Oceania. You will coordinate RMAs, document customer requirements, and ensure accurate order handling in SAP with cross-functional teams.

The role emphasizes customer-centric problem solving, timely responses and reliable service delivery across global networks, leveraging SAP and ServiceMax tools.

Qualifications

• Experience in managing customer service inquiries and order processing.
• Familiarity with SAP for order entry, invoicing and tracking.
• Proven ability to coordinate RMAs and escalation handling.
• Strong documentation and cross-functional collaboration skills.

Responsibilities

• Respond to customer service inquiries regarding products and services.
• Coordinate RMA processes and escalate unresolved issues.
• Provide order entry and management support for customers.
• Schedule orders and service dates; create invoices.
• Maintain SAP-based documentation and ensure data accuracy.
• Coordinate with cross-functional teams to meet customer expectations.
• Manage customer complaints and timely resolutions.
• Support engineers on service requests and parts ordering.

Skills

Customer service

Order management

SAP

RMA coordination

ServiceMax

MS Excel

Tools

SAP

ServiceMax

Excel

Job description

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

Assistant Manager - Customer Ops, SEA & Oceania

Location(s)
Mumbai

Job Description

The Assistant Manager responds 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) as necessary. Ensures complete and accurate documentation of customer requirements. Provides order entry and order management support for customers. Schedules orders and service dates, creates invoices.

• Sales Order Management
  • Keeping the customer informed about the order status within defined TAT, based on the PO raised by the customer
  • Quality check of the PO: Checking the quotation details (quantity of the items listed) as per the company order policy and process
  • Review terms and conditions as per the set process to fulfill purchase order requirement(s)
  • Fulfill all the documentary requirements as per the defined timelines
  • Actively collaborating with the cross functional teams to meet customer expectations
• Periodical MIS to be shared with the leadership team, internal team, regional managers, etc as per the current business requirement
• Maintaining timely control of Customer orders, amendments, and other documents in SAP/ recommended database to ensure accurate retention of records ensuring proper documentation and all order management processes according to corporate policies.
• Manage customer complaints & escalations by giving patient ear to their grievance to provide timely resolution.
• Organize and execute daily tasks to provide an efficient and quality service to the customers.
• Execute Sales Order processing in SAP environment with appropriate compliance checks in place.
• Create a purchase order for vendor/supplier 3rd party. Align with commercial team and Service team to on job installation and advise them on customer delivery location.
• Create SAP DO and INV and Manual documentation (if any) for those customers who have special requirements on uploading to the customer web.
• To support the Engineer on service requests by opening service work orders. To order service parts for engineers and follow up on delivery status. Ensure Service Max system is fully utilized and operated efficiently to support business
• Handling customer complaints and working with relevant parties to resolve them
• Drive Sales return and customer return processes in line with defined guidelines.
• Active contribution to process improvement and demonstrate customer centric approach.
• Coordinate and track Sales order fulfillment status in line with Customer expectation and sensitize the situation to the management respective to accelerate delivery.
• Handling customer complaints and working with relevant parties to resolve them
• Participate in special projects and key initiatives identified from time to time