Assistant Manager - Customer Ops, SEA & Oceania
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Before you apply
LocationMumbai
Typefull-time
SeniorityMid
DepartmentCustomer Ops
Company size10,000+ people
PostedOct 12, 2026 · 3w ago
Verified live5d ago
At a glanceSummarised by Seekless from the posting.
Responding to customer service inquiries regarding company products, features and/or services
Researching, documenting and communicating recurring technical issues
Escalating unresolved issues to Technical Support team
Facilitating and coordinating Returned Material Authorization (RMA)
Providing order entry and order management support for customers
Scheduling orders and service dates, creating invoices
Keeping the customer informed about the order status within defined TAT, based on the PO raised by the customer
Quality check of the PO: Checking the quotation details (quantity of the items listed) as per the company order policy and process
Reviewing terms and conditions as per the set process to fulfill purchase order requirement(s)
Fulfill all the documentary requirements as per the defined timelines
Actively collaborating with the cross functional teams to meet customer expectations
Periodical MIS to be shared with leadership team, internal team, regional managers, etc
Maintaining timely control of Customer orders, amendments, and other documents in SAP
Managing customer complaints & escalations by giving patient ear to their grievance
Organizing and executing daily tasks to provide an efficient and quality service to the customers
Sales Order processing in SAP environment with appropriate compliance checks
Creating purchase orders for vendor/supplier 3rd party
Aligning with commercial team and Service team on on-job installation and advising them on customer delivery location
Creating SAP DO and INV and Manual documentation for special requirements
Supporting the Engineer on service requests by opening service work orders
Ordering service parts for engineers and following up on delivery status
Ensuring Service Max system is fully utilized and operated efficiently
Handling customer complaints and working with relevant parties to resolve them
Driving Sales return and customer return processes in line with defined guidelines
Active contribution to process improvement and demonstrate customer centric approach
Coordinating and tracking Sales order fulfillment status in line with Customer expectation
Participating in special projects and key initiatives identified from time to time
Skills
SAP
Service Max
About the company
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
About the role
Assistant Manager - Customer Ops, SEA & Oceania
Location(s)
Mumbai
Job Description
The Assistant Manager responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Escalates unresolved issues to Technical Support team. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Ensures complete and accurate documentation of customer requirements. Provides order entry and order management support for customers. Schedules orders and service dates, creates invoices.
•
Sales Order Management
•
Keeping the customer informed about the order status within defined TAT, based on the PO raised by the customer
•
Quality check of the PO: Checking the quotation details (quantity of the items listed) as per the company order policy and process
•
Review terms and conditions as per the set process to fulfill purchase order requirement(s)
•
Fulfill all the documentary requirements as per the defined timelines
•
Actively collaborating with the cross functional teams to meet customer expectations
•
Periodical MIS to be shared with the leadership team, internal team, regional managers, etc as per the current business requirement
•
Maintaining timely control of Customer orders, amendments, and other documents in SAP/ recommended database to ensure accurate retention of records ensuring proper documentation and all order management processes according to corporate policies.
•
Manage customer complaints & escalations by giving patient ear to their grievance to provide timely resolution.
•
Organize and execute daily tasks to provide an efficient and quality service to the customers.
•
Execute Sales Order processing in SAP environment with appropriate compliance checks in place.
•
Create a purchase order for vendor/supplier 3rd party. Align with commercial team and Service team to on job installation and advise them on customer delivery location.
•
Create SAP DO and INV and Manual documentation (if any) for those customers who have special requirements on uploading to the customer web.
•
To support the Engineer on service requests by opening service work orders. To order service parts for engineers and follow up on delivery status. Ensure Service Max system is fully utilized and operated efficiently to support business
•
Handling customer complaints and working with relevant parties to resolve them
•
Drive Sales return and customer return processes in line with defined guidelines.
•
Active contribution to process improvement and demonstrate customer centric approach.
•
Coordinate and track Sales order fulfillment status in line with Customer expectation and sensitize the situation to the management respective to accelerate delivery.
•
Handling customer complaints and working with relevant parties to resolve them
•
Participate in special projects and key initiatives identified from time to time
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