Your new company

Our client is a leading global healthcare company that provides innovative solutions to diagnose, treat, and prevent human and environmental threats. With a focus on precision medicine, they develop and deliver advanced technologies and services in diagnostics, life sciences, and applied markets. As part of this strategic initiative, they are currently seeking to augment their team with the addition of a Customer Operation Specialist.

Your new role

• Handle customer enquiries and provide excellent first-point-of-contact service.
• Determine the nature of customer calls and respond accordingly.
• Initiate outgoing calls to request and expedite service requests and scheduling.
• Negotiate and manage purchasing contracts and spot buys with vendors.
• Refer customers to internal professionals for effective escalation and resolution.
• Provide backup support for team members and channel product sales enquiries to sales leaders.

• Monitor and respond to customer requests within required timeframes.
• Process equipment service requests and confirm coverage and service providers.
• Obtain customer purchase orders for billable events and review/schedule preventive maintenance.
• Follow up on service events to ensure completion and customer satisfaction.

• Utilise SAP, Service Max, and other systems to capture service event details.
• Complete follow-up transactions accurately and efficiently.
• Collect and submit required customer data for account creation and maintenance.
• Create purchase requisitions and POs for suppliers.

• Negotiate with vendors for service, pricing, and discounts.
• Identify vendor contracts up for renewal and work with the service delivery team to meet goals.
• Assist with vendor satisfaction surveys and provide results to stakeholders.

• Identify and process chargebacks to customers for out-of-scope service events.
• Maintain surveillance and escalate billing issues to service leadership.

What you'll need to succeed

• Degree or Diploma in any discipline, or 2+ years of experience in team-based customer service.
• Ability to work effectively in a team and individually.
• Excellent organisational and time management skills.
• Strong verbal and written communication skills.
• Proficiency in software like SAP, Microsoft Office, Service Max, and Maximo will be advantageous.

What you'll get in return

You'll be offered career development opportunities, succession planning and on the job training will definitely be given to you. You’d also have an amazing team supporting you throughout your career.

What you need to do now