Remote Customer Care Manager: Service & Contracts

PerkinElmer; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

PerkinElmer is seeking a Perten Customer Care Manager to lead a remote team CAD/AB. You will coordinate customer service operations, manage orders, and ensure high-quality support across sales, logistics, and finance.

The role emphasizes ISO compliance, process improvements, and contract management within a global service framework. The position requires strong communication, data-driven leadership, and experience with service contracts.

Qualifications

• Experience leading a customer care team.
• Strong knowledge of SAP and MTL systems.
• Experience managing service contracts and quotations.

Responsibilities

• Act as a liaison to provide product and service information, addressing inquiries related to sales initiatives.
• Ensure the team delivers exceptional customer service by managing a high volume of calls, maintaining consistent telephone coverage, and resolving customer issues with accuracy and efficiency.
• Develop key performance indicators to ensure accountability for all team members
• Foster sustainable relationships and trust with customers through open and interactive communication.
• Oversee the processing of orders, ensuring adherence to customer purchase orders and quote terms.
• Collaborate with Sales Representatives, Buyers, Logistics, Accounts Receivable, Pricing Analysts, and other stakeholders to ensure coordinated, comprehensive, and value-driven customer support.
• Address and reconcile AR issues, quality concerns, complaints, and discrepancies promptly.
• Manage general administration tasks, including account updates and follow-up on transaction issues, to ensure customer satisfaction.
• Ensure compliance with ISO standards, company policies, and SOPs related to consumables sales administration.
• Drive continuous improvement by participating in the assessment of customer support processes and implementing approved enhancements
• Oversee the management of service contract business, ensuring alignment with revenue and profitability goals.
• Develop key performance indicators to ensure accountability for all team members
• Guide the creation and modification of service contract quotes, orders, and customer assets, ensuring a high-efficiency workload.
• Maintain product and pricing knowledge across business units to support accurate and comprehensive quoting.
• Provide guidance to sales representatives and field partners on approved contract guidelines, ensuring compliance with company policies.
• Monitor and maintain accurate records in SAP and MTL or other sales automation tools.
• Manage and resolve complex issues and escalations related to service contracts.
• Lead training for new hires and support continuous skill development for the team.
• Collaborate with departments to develop proposals, manage bids and RFQs, and oversee contract preparation and implementation.
• Utilize data analysis platforms and tools to support business decision-making and process improvements.
• Ensure the accuracy of purchase orders and renewal quotes, adhering to PerkinElmer DOA approval processes.
• Drive continuous improvement by participating in the assessment of customer support processes and implementing approved enhancements
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Skills

Team leadership

Customer service

Cross-functional

Tools

SAP

MTL

Job description

PerkinElmer is seeking a Perten Customer Care Manager to lead a remote team CAD/AB. You will coordinate customer service operations, manage orders, and ensure high-quality support across sales, logistics, and finance.

The role emphasizes ISO compliance, process improvements, and contract management within a global service framework. The position requires strong communication, data-driven leadership, and experience with service contracts.