Assistant Manager - Customer Ops, SEA & Oceania

PerkinElmer; Thane; On-site; INR 800,000 - 1,200,000; Full time

Job summary

PerkinElmer in Thane, Maharashtra seeks an Assistant Manager to handle customer service inquiries regarding products and services. The role involves researching and documenting recurring issues, escalating unresolved cases, and coordinating RMA as needed.

You will support order entry, scheduling, invoicing, and SAP-based order management to ensure timely delivery for customers. The ideal candidate will manage cross-functional interactions, maintain accurate customer documentation, and drive

Qualifications

• Experience in handling customer service inquiries and order management processes.
• Strong documentation and data accuracy skills are required.
• Ability to work with cross-functional teams to improve processes.

Responsibilities

• Handle sales order processing in SAP with appropriate compliance checks.
• Coordinate and track order fulfillment to meet customer expectations.
• Create purchase orders for vendors and align with service teams for installations.
• Manage RMA coordination and respond to customer complaints promptly.
• Produce periodical MIS reports for leadership and regional teams.
• Assist engineers on service requests and order service parts; monitor delivery status.
• Upload and maintain documentation for customers and ensure portal accuracy.

Skills

Customer service

Order management

Documentation

Cross-functional collaboration

Process improvement

Tools

SAP

ServiceMax

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