Job Openings

Customer Support

Job ID: BH487527

Category: Customer Support, Customer Service, Administrative Assistant

Specialty: Administrative

Client Job Title: Associate OneSource Service Support Specialist
Duration: 6 month contract (could extend/convert based on performance and business need)
Location: Onsite – Rahway, NJ 07065
Hours: 40 hours per week. TBD schedule. 
Industry: Biotechnology Research
Company Info: Leading, global provider of end-to-end solutions that help scientists, researchers and clinicians better diagnose disease, discover new and more personalized drugs, monitor the safety and quality of our food, and drive environmental and applied analysis excellence. With an 85-year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team of more than 16,000 collaborates closely with commercial, government, academic and healthcare customers to deliver reagents, assays, instruments, automation, informatics and strategic services that accelerate workflows, deliver actionable insights and support improved decision making. In addition, we are also deeply committed to good corporate citizenship through our dynamic ESG and sustainability programs. The Company reported revenues of approximately $5.0 billion in 2021, serves customers in 190 countries, and is a component of the S&P 500 index. 

Interview Process: 1-2 virtual interviews

Must Haves:

  • B.A/B.S. Degree or Associate Degree, or 3+ years of experience in a team-based customer service environment.
  • Understanding of GMP, GXP environments
  • Demonstrated experience and proficiency using software for word processing, email, order entry, and others as required.
  • Exceptional Analytical skills and excellent Excel skills
  • Open to change
  • Self-motivated individual with strong follow-up skills

Preferred:

  • Experience with SAP
  • Experience with Service Max
  • Experience with Maximo

Summary:

The purpose of this position is to help ensure complete customer satisfaction with the company by providing first level support to customers contacting OneSource Support Services.
Primary Responsibilities:

General Customer Support:
• As necessary, refer customer to the correct internal professional to ensure the most effective escalation, transfer, or reassignment path, achieving resolution and customer satisfaction.

Service Scheduling and Processing:
• Monitor & respond to customer requests ensuring effective communication
• Process requests for equipment service
• Schedule regular maintenance and record all event activities in applicable CMMS
• Communicate timely program information to selected service providers to ensure satisfactory delivery of services
• Monitor & respond to customer requests, ensuring response times are within the requirements identified in the customer Statement of Work and Service Level Agreement.
• Review and schedule preventive maintenance and other scheduled compliance activities (OQ, PQ and validation) and dispatch, accordingly, coordinating scheduling meeting customer site requirements.
• Follow up on service events to confirm the event has been completed and the customer is satisfied.
• Utilize applicable CMMS, to capture pertinent detail regarding the event.
• Complete follow-up transactions in an organized, detailed, efficient manner, meeting deadlines. Data entry is accurate and errors minimal.
• Work with service delivery team to ensure service delivery goals are met

Coordination:
• Responsibility to provide visibility to accuracy of data in comparison to process, metrics and KPI
• Presentation of results to manager
• Point of escalation within the Customer site teams
• Point of contact within the team to share and implement best practice & training opportunities

Communication:
• Ability to articulate with technically oriented people, quickly establish rapport, gain their confidence, respect and trust.
• Communicate timely program information to selected service providers to ensure satisfactory delivery of acquired services and materials.
• Discuss troubleshooting/repair situations with service providers or customers, in a professional, cost effective manner, utilizing poise, tact and diplomacy to obtain cooperation and results.
• Monitor open requests, working to achieve closure, and meeting metrics requirements.
• Escalate problems to manager or the appropriate program leader or customer program contact for strategy development and participation as appropriate.
• Follow up to ensure that all questions/requests/customer commitments are responded to or resolved to the customer’s satisfaction.

#professional

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Temp/Contract

Location: Rahway, New Jersey