Customer Operations Associate

PerkinElmer; Polska; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Private healthcare including dental

Life and long-term disability

MyBenefit Cafeteria system

Multisport Card

Social Fund Subsidies

Home Office allowance

Tuition reimbursement

Referral awards

Internal career development

Birthday day off

Additional vacation days

Job summary

PerkinElmer in Krakow is seeking a Customer Operations Associate to deliver first-level support for OneSource Services. You will coordinate service requests, communicate with customers, and ensure service delivery aligns with SLAs and contractual obligations.

The role is hybrid (3 days in Quattro Business Park, Krakow) and requires strong English, 2 years in customer service, and experience with SAP/ServiceMax/Maximo to help manage inquiries and escalations effectively.

Qualifications

• 2 years of experience in a customer service environment
• Proficient English; strong verbal and written communication
• Excellent organizational and time-management skills
• Experience with SAP, ServiceMax or Maximo is beneficial
• Strong teamwork and problem-solving abilities

Responsibilities

• Act as the primary point of contact for incoming customer inquiries and support requests
• Assess customer needs and route requests to the appropriate internal teams for timely resolution
• Ensure effective handling of escalations, transfers, and reassignments to maintain customer satisfaction
• Receive, monitor, and process customer service requests in a timely manner
• Schedule equipment maintenance, repair services, and compliance activities (e.g., OQ, PQ, validation)
• Coordinate with internal service teams and external service providers to ensure successful delivery
• Track service activities and maintain accurate records in the CMMS system
• Ensure all activities are completed in accordance with SLAs and SOWs
• Follow up on completed service events to confirm customer satisfaction
• Maintain accurate and timely data entry with minimal errors
• Monitor open service requests and drive closure within defined performance metrics
• Support adherence to internal processes, KPIs, and quality standards
• Collaborate with service delivery teams to meet performance and operational targets
• Provide visibility into data accuracy and process performance
• Support reporting and present operational results to management
• Act as a point of contact within customer site teams

Skills

Customer orientation

Communication skills

English proficiency

Attention to detail

Team collaboration

Tools

SAP

ServiceMax

Maximo

Job description

Job Title: Customer Operations Associate

Location(s): Krakow

Job Description Position Summary

The Customer Operations Junior Specialist is responsible for delivering first-level support to customers utilizing PerkinElmer’s OneSource Services. This role ensures high levels of customer satisfaction by coordinating service requests, managing communication, and supporting efficient service delivery in line with contractual obligations and service level agreements.

Hybrid working model, Krakow, Quattro Business Park (3 days office)

More information about PerkinElmer and our business : PerkinElmer | Science with Purpose

More information about our OneSource services: OneSource Laboratory Solutions | PerkinElmer

Key Responsibilities

• Customer Support Act as the primary point of contact for incoming customer inquiries and support requests


• Assess customer needs and route requests to the appropriate internal teams for timely resolution


• Ensure effective handling of escalations, transfers, and reassignments to maintain customer satisfaction


• Service Coordination & Scheduling Receive, monitor, and process customer service requests in a timely manner


• Schedule equipment maintenance, repair services, and compliance activities (e.g., OQ, PQ, validation)


• Coordinate with internal service teams and external service providers to ensure successful delivery


• Track service activities and maintain accurate records in the CMMS system


• Ensure all activities are completed in accordance with Service Level Agreements (SLAs) and Statements of Work (SOWs)


• Follow up on completed service events to confirm customer satisfaction


• Operational Excellence Maintain accurate and timely data entry with minimal errors


• Monitor open service requests and drive closure within defined performance metrics


• Support adherence to internal processes, KPIs, and quality standards


• Collaborate with service delivery teams to meet performance and operational targets


• Coordination & Continuous Improvement Provide visibility into data accuracy and process performance


• Support reporting and present operational results to management


• Act as a point of contact within customer site teams

Communication & Stakeholder Management

• Communicate effectively with customers, service providers, and internal stakeholders


• Build professional relationships with technically oriented stakeholders, establishing credibility and trust


• Facilitate troubleshooting and service-related discussions in a professional and solution-oriented manner


• Ensure all customer commitments and requests are addressed and resolved promptly

Qualifications

• Key Competencies Customer orientation


• Communication and interpersonal skills, excellent English language knowledge


• Attention to detail and accuracy


• Strong analytical and problem-solving capabilities


• Team collaboration and accountability

Requirements

• 2 years of experience in a customer service environment


• Proficient English


• Strong verbal and written communication skills


• Strong organizational and time management skills with the ability to manage multiple priorities


• Experience working in team-based environments


• Proficiency in Microsoft Office (including MS Outlook), advanced Microsoft Excel skills


• Proven customer-focused mindset with a high level of service commitment


• Experience with systems such as SAP, ServiceMax, or Maximo will be beneficial


• Self-motivated with excellent attention to detail and follow-up discipline

What we offer

• Private healthcare including dental care


• Life and long-term disability insurance


• MyBenefit Cafeteria system


• Multisport Card


• Social Fund Subsidies


• Home Office allowance


• Tuition reimbursement


• Referral awards


• Internal career development opportunities in multiple business areas


• Day off to celebrate your birthday


• up to 3 additional days of vacation by length of service in the company

Join our Team! We are strongly committed to the development of your career and giving you opportunities to learn and grow. Are you ready to help improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that’s exactly what you’ll do. From our dedicated scientists and world-class operations employees to our innovative R&D professionals and committed sales and service groups, we’re a unique team of 5,000+ global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and believing in our mission, we strive to create an inspiring and inclusive culture for our employees, so that they can be their best and, together, create a better tomorrow. Join us today.