Global Lab Experience Leader

Responsibilities

Job Purpose:

The PerkinElmer Global Lab Experience Leader will create and drive the strategy for the organization to impact customer satisfaction and process improvements.  This role is responsible for the newly created Lab Experience Lead roles and the LIS Support Personnel which are located at various customer sites in the US and EMEA regions. 

This role carries out work on behalf of the Global Service Operations lead, alongside the onsite PerkinElmer team, the wider PerkinElmer staff, and other critical roles at the customer site to meet target metrics, KPIs, revenue, and profitability goals. 

Must have the ability to travel 25% of the time.

Also, must have a valid driver’s license.

Key Responsibilities:

• Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. Ensures continuous improvement of processes, systems, and communications.

• Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.

• Improve customer service experience, create engaged customers, and facilitate organic growth.

• Apply 80/20 principles to organize and serve our customers.

• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.

• Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.

• Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.

• Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.

• Control resources and utilize assets to achieve qualitative and quantitative KPIs

• Maintain an orderly workflow according to priorities

• Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports

• Lead and manage the Lab Experience and LIS Support Teams by providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.

• Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.

• Collaborate with cross-functional teams to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.

• Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.

• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.

• Maintain training and compliance in areas of health and safety, security, environmental, and operational aspects of daily activities in the working environment.

Critical Skills:

• Ability to think strategically and lead

• Excellent problem solving skills

• Excellent customer service skills

• Strong client-facing and communication skills

• Comfortable working with upper management

• Excellent organizational skills

• Ability to perform under pressure

• Ability to pay close attention to detail

• Experience using Microsoft Office Suite, working knowledge of customer service software, databases, and tools

Qualifications:

• 5+ years of supervisory experience

• Leadership or supervisory experience within a regulated environment

• Prior experience managing a global team

• Bachelor’s degree in business administration or related field or 5+ years in customer service or related field

• Experience working in a research laboratory environment is a plus

• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code

• Ability to operate a personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role