Customer Service Team Leader (M/F)

The Customer Service Team Leader ensures the supervision of a dedicated team, operating within a defined scope of client sites. He/she focuses on operational excellence, continuous improvement, and the proper execution of daily service activities.

Your missions: In response to customer requests, while respecting contractual commitments and QHSE rules:

• Manage the complete lifecycle of work orders in dedicated tools, ensuring active management (assignment, status progression, delay tracking).
• Supervise supplier coordination: obtaining quotes, creating purchase requests, organizing remote or on-site interventions.
• Ensure that all out-of-contract services are correctly recorded and invoiced; validate team practices regarding time spent and parts to guarantee financial reliability.
• Represent PerkinElmer at assigned sites: participate in operational meetings, manage escalations, and understand customer requirements.
• Monitor site KPI dashboards and proactively identify discrepancies; communicate operational updates during activity reviews.
• Provide analyses and data to support the collection of customer needs.
• Identify operational gaps and drive continuous improvement initiatives.
• Standardize work practices across the concerned sites.
• Promote "Right-First-Time" data quality and ensure the hygiene of master data (customers, equipment, contracts) in the tools (ServiceMax / SAP).
• Guarantee the understanding and application of Good Documentation Practices (GDP) and QHSE rules.
• Manage and optimize the team mailbox and sorting processes, by defining and applying response SLAs.

Scope of action

• Full supervision of Customer Operations activities at assigned sites.
• Authority to propose, implement, and enforce operational improvements and work standards.
• Final responsibility regarding compliance with QHSE standards, GDP, and administrative data quality.
• Guarantee that services meet the quality, cost, and deadline objectives defined contractually.
• Operational interface between the Customer Operations team, the client, and PerkinElmer management.
• Conduct regular individual interviews to remove obstacles, provide constructive feedback, and support professional development.

Profile sought

• Experience in team management and leadership, activity coordination, and continuous improvement.
• Advanced mastery of ERP / service management systems (ServiceMax and SAP/ECC indispensable).
• Good command of the MS Office suite, particularly Excel.
• Professional English (reading, writing, speaking).
• Solid experience in operational management, sales administration, or planning, with team management in an ERP environment.
• Associate's or Bachelor's degree (Bac+2 to Bac+3) in administrative, operational, or commercial management, or equivalent experience.
• Excellent interpersonal skills to manage customer expectations and lead operational reviews.
• Demonstrated experience in identifying inefficiencies, deploying Lean/CI initiatives, and multi-site standardization.
• Knowledge of GxP environments is highly appreciated.
• Rigorous approach to data quality and experience in leading teams toward "Right-First-Time" standards.