Customer Care Specialist (Springfield, IL OR Winnipeg, MB, Canada)

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title

Customer Care Specialist (Springfield, IL OR Winnipeg, MB, Canada)

Location(s)

CAD Remote – MB, Springfield

Job Description

Overview

The Perten Customer Care & Sales Support Administrator plays a crucial role in driving sales initiatives while delivering exceptional customer support. This position acts as a liaison between sales representatives, customers, and internal departments to ensure seamless order processing, issue resolution, and customer satisfaction. The ideal candidate is highly organized, detail-oriented, and committed to continuous improvement in sales operations and customer care.

Location: On site Mon-Fri and the role can be done out of either our Perten location in Springfield, IL (USA) or our other Perten location in Winnipeg, MB (CANADA). Final candidate must be located in a commutable distance to one of those 2 locations. Note: the Canadian role in MB is also ON SITE despite that it may say "remote".

Key Responsibilities

Customer Care & Sales Support

• Serve as a primary contact for customer inquiries regarding sales, orders, and services.
• Build and maintain strong relationships with customers through interactive communication and problem-solving.
• Manage a high volume of inbound calls and ensure consistent telephone coverage.
• Process orders in accordance with quotes and customer purchase orders, ensuring accuracy and efficiency.
• Portal processing and other related e-commerce tasks.
• Address and resolve escalations, including order adjustments, credits, customer experience concerns, and quality issues.

Operations & Administration

• Collaborate with Sales Representatives, Logistics, AR, Pricing Analysts, and other stakeholders to ensure seamless order fulfillment.
• Reconcile AR discrepancies and follow up on transaction issues to ensure prompt resolution.
• Provide data analysis and reporting on team performance, sales trends, and forecasting.
• Ensure adherence to company policies and standard operating procedures (SOPs).
• Maintain and update customer account information as needed.
• Assist in process improvement initiatives and implement best practices in sales administration.
• Conduct and participate in team meetings to share updates, new processes, and learning opportunities.
• Any customer care or sales support functions that are deemed necessary to support business needs.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to collaborate across departments.
• Proactive problem-solving and critical-thinking abilities.
• Ability to prioritize and multitask in a fast-paced work environment.
• Positive and adaptable mindset, open to change and continuous learning.

Basic Qualifications:

• Bachelor’s degree with 2+ years of customer service or sales administration experience in a team-based environment OR
• Associate degree with 3+ years of customer service or sales administration experience in a team-based environment.
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
• SAP, SFDC (SVXM), and CRM systems preferred.
• Strong attention to detail and ability to process orders with high accuracy.

Preferred Qualifications:

• Experience with e-commerce platforms (Ariba, Coupa).

Performance Expectations

• Ensure timely processing of sales orders and SFDC (SVMX) case assignments.
• Maintain professional and effective communication with customers and internal teams.
• Adhere to key performance indicators (KPIs) and drive efficiency in sales operations.
• Actively contribute to process improvement initiatives and customer satisfaction.

The annual compensation range for this full-time position is:

USA is $45,000 to $55,000 USD (paid hourly).

CANADA is $52,000 to 65,000 CAD (paid hourly).

The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training. 

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.