Customer Service Rep
PerkinElmer View all jobs
- Shanghai
- Permanent
- Full-time
- Operate billing and invoicing processes for post-warranty service orders promptly after the field engineer completes on-site work, ensuring alignment with contract terms and pricing policies.
- Conduct regular follow-ups with customers and internal stakeholders to ensure timely payment collection, and resolve payment discrepancies.
- Complete accurate system data entry for completed service orders, including labor hours, parts usage, and customer information, and conduct final settlement with customers to close the order cycle.
- Assist the service team in achieving quarterly and annual performance targets by supporting order closure, revenue recognition, and customer retention initiatives.
- Maintain detailed records of all AR activities, customer communications, and order statuses to ensure full audit trail and compliance with company policies.
- Handle incoming customer inquiries via the 800 call center, including service status updates, billing questions, and general support, with a focus on first-call resolution and customer satisfaction.
- 现场工程师完成服务后，及时操作质保期外订单的开票流程，确保符合合同条款与定价政策。
- 定期跟进客户及内部相关方以确保及时回款，解决付款差异问题。
- 核对已完成服务订单的系统数据录入（含工时、备件使用、客户信息等），并与客户完成最终结算以闭环订单。
- 通过支持订单闭环、收入确认及客户留存工作，协助服务团队达成季度及年度业绩目标。
- 详细记录所有应收账款活动、客户沟通及订单状态，确保完整审计轨迹并符合公司制度。
- 处理800呼叫中心的客户来电咨询，包括服务进度更新、账单疑问及常规支持，以首次解决率和客户满意度为核心目标。