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Customer Service Specialist

Thousand Oaks, CA 91320

Posted: 01/19/2023 Employment Type: Contract Job Category: Customer Service Job Number: 541011 Is job remote?: No Country: United States

Job Description


Customer Service Specialist
6 months
Thousand Oakes, CA (Onsite)
$32.87


Must Haves:
  • Associate Degree
  • 1+ years of experience in customer service
  • Experience within GMP and/or GXP environments
  • Proficiency in Microsoft Office
  • SAP experience
  • Service Max experience


Preferred:
  • Maximo experience desirable
  • Bachelor's degree


Job Summary:
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.
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