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- Tasks: Lead a dynamic team to enhance customer satisfaction and streamline operations.
- Company: PerkinElmer is a leader in biotechnology and pharmaceutical manufacturing.
- Benefits: Enjoy remote work options, flexible hours, and opportunities for professional growth.
- Why this job: Join a vibrant culture focused on innovation and customer success while making a real impact.
- Qualifications: 3-5 years of leadership experience in customer service; strong communication and organisational skills required.
- Other info: This role offers hybrid working with occasional travel to key sites.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the EMEA Customer Operations Leader role at PerkinElmer
Join to apply for the EMEA Customer Operations Leader role at PerkinElmer
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Purpose
To provide day-to-day leadership over OneSource Enterprise Support Center, monitoring performance, workload and customer satisfaction, while driving automation and streamlining, to achieve Lean Operation.
The OneSource Customer Operations Leader is responsible for leading and continuously developing a team capable to establish strong customer/channel relationships and providing pre- and post- sales contact to customers directed toward growing PerkinElmer’s market share, revenue and profitability consistent with strategic business goals.
You will be responsible for supervising, managing and motivating team members on a daily basis. As a OneSource Customer Operations Leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.
This role can be based remotely out of the UK – though you will be expected to visit key customer sites in Stevenage and Cambridge on a regular basis; or
Krakow – hybrid working – where you will work 3 days in the office with occasional travel to the UK.
Key Responsibilities
- Oversee daily work activities and maintain proficiency in all processes and procedures for the support center and field Agent staff.
- Drive continued improvement initiatives across the team
- Ensure implementation of Best practice across Globe implemented within department
- Ensure Implementation of automation / standardization projects are implemented within department.
- Building mechanisms to control and report on Operational Performances
- Ensure Internal and External KPI’s are met and followed
- Root Cause analysis into non consistent outcomes & Implementation of result
- Review and approve site specific procedures, assuring alignment with global processes.
- Ensure compliance of team within Site specific and Global processes.
- Identify and resource correctly peaks in workload across the team. Requirement to be flexible and re adjust resourcing across team.
- Attend and participate in team leader meetings, providing knowledge and suggestions to develop solutions for pain points and manual processes, streamline workflow utilizing PE tools and software, to optimize time and talent and staff utilization.
- Partner to Delivery teams to ensure streamlined and consistent customer outcomes and feedback
- Provide on-time monthly business review reports and other documentation as required or requested.
- Ensure Quality requirements are met to customer specific requirements.
- Interview, hire and train new employees, monitoring process and confirming proficiency before probationary periods expire & Initiate onboarding processes to be defined
- Act as a mentor to foster employee growth and development.
- Maintain employee training matrix and assure staff is proficient in all areas of their work responsibilities,
- Schedule and complete regular staff meetings to share information, identify pain points and opportunities for process improvement.
- Provide ad hoc support based on workload volume and staffing.
Role requirements:
- Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines.
- Experience in a Life Science and Environmental Health area would be an asset
- 3 years of experience in a team-based customer service environment and demonstrated leadership skills; 3-5 years proven leadership (required)
- Must have experience of Leading Departments and Developing the people within
- Understanding of excellent Customer Service
- Demonstrated high level work ethic and organizational skills is a “must have”.
- Strong attention to detail; demonstrated accurate information transcription
- Excellent Excel skills
- Experience in SAP/ECC/ServiceMax Essential
- Project management experience desirable
- Experience in Lean or Six Sigma desirable
- Ability to communicate both internally & externally; orally and in writing.
- Excellent verbal & written communications skills, fluent business in English languages are required, local language required
Competencies:
- Management/Project Management – Sets goals and engages the team around them
- Talent Development – Develops and implements processes and practices to proactively attract, select, and retain top, diverse talent
- Customer Focus – Understands and acts on the needs of the internal and external customer
- Learning Mindset – Has an attitude that predisposes you to be open to new experiences, to believe you can and will learn, and to intentionally grow and develop from your experience. Approaches experience favorably disposed to learn, grow, and develop. Intentionally learns in all aspects of your work life.
- Business Acumen (Enterprise Mindset) – Has a strong understanding and awareness of customer needs, industry knowledge, financial performance, data and internal business processes and operations. Displays organizational insight across PKI; understands and leverages the internal matrix to achieve optimal outcomes.
- Professional Presence – Conveys self-confidence, communicates clearly and effectively. Influences and inspires others through being authentic, self aware, curious, confident, and persuasive while building trust and goodwill
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
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Industries
Biotechnology Research, Research Services, and Pharmaceutical Manufacturing
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EMEA Customer Operations Leader employer: PerkinElmer
Contact Detail:
PerkinElmer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Customer Operations Leader
✨Tip Number 1
Familiarise yourself with Lean Operations and automation processes, as these are key components of the role. Understanding how to streamline operations will not only help you in interviews but also demonstrate your proactive approach to improving customer service.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you motivated team members or improved team performance, as this is crucial for the EMEA Customer Operations Leader position.
✨Tip Number 3
Research PerkinElmer's market presence and their customer service strategies. Being knowledgeable about their operations and challenges will allow you to engage in meaningful conversations during interviews, showing that you're genuinely interested in the company.
✨Tip Number 4
Prepare to discuss your experience with KPIs and performance metrics. Since the role involves ensuring compliance with internal and external KPIs, being able to articulate how you've used data to drive improvements will set you apart from other candidates.
We think you need these skills to ace EMEA Customer Operations Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer operations and leadership. Use specific examples that demonstrate your ability to manage teams and improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience in driving automation and streamlining processes.
Highlight Relevant Skills: Emphasise your project management experience and any familiarity with Lean or Six Sigma methodologies. These are key competencies for the EMEA Customer Operations Leader role.
Showcase Communication Skills: Since excellent communication is crucial for this position, provide examples of how you've effectively communicated with team members and customers in previous roles. This can be included in both your CV and cover letter.
How to prepare for a job interview at PerkinElmer
✨Showcase Your Leadership Skills
As a Customer Operations Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your communication skills and how you foster collaboration.
✨Understand the Company’s Goals
Research PerkinElmer's strategic business goals and be ready to discuss how your experience aligns with their objectives. This shows that you're not just interested in the role, but also in contributing to the company's success.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service focus. Think of specific scenarios where you've improved processes or resolved conflicts, and be ready to share these stories.
✨Demonstrate Your Knowledge of Lean Operations
Since the role involves driving automation and streamlining processes, brush up on Lean principles and be prepared to discuss how you've applied them in previous roles. This will highlight your fit for the position.
