Customer Operations Associate

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, and 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.