Revvity | About Us
Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.
Find your future at Revvity.
- Delivering exceptional level of service to our customers involving several key responsibilities that include:
- Identification and response to customer inquiries via e-mail, telephone, fax or system
- Service administration
- Complaint handling
- Invoicing and providing shipment documentation to finance, external auditors, banks and other interested parties
- General administration
- Work according to documented process (SOP, Work Instruction, ...)
- Be part of the periodical review process of SOPs and Work instructions (WI) and determine if new SOPs and WI are needed
- Actively participate in the on-going assessment of customer support processes and incorporate approved improvements
- Provides ad-hoc support to all stakeholders
- Ability to identify cause of customer issues and pursue resolution with a sense of urgency and commitment to customers
- Develop preventive action to avoid issues in future
- Support onboarding and training of newcomers
- Be part of testing / UAT in case of new tools implementation or audits
- Be able to identify cause of customer issues and pursue resolution with a sense of urgency and commitment to customers
- Perform other tasks requested by the manager to reach team’s objective or the company objectives based on current needs
Additional Key Responsibilities:
- Act as the primary point of contact for VIP customers, handling all inquiries in real-time
- Process orders or Work Orders immediately in respect with PO validation process and
Revvity policies - Coordinate with various functions to resolve issues, following up until closure
- Provide daily status updates to customers on pending actions, including new action plans
- Manage priority customer list visibility across all relevant departments
- Escalate unresolved actions to appropriate management levels within specified timeframes
- Maintain personalized communication with lab contacts
- Create and communicate weekly customer dashboards, including performance metrics and action plans
- Participate in regular account reviews with sales representatives
- Monitor and communicate inventory/lot number reservations when applicable
- Manage standing orders and propose new ones for repeated purchases when applicable
- Handle manual notifications until automation is implemented
- Take appropriate decisions and escalation path if any delays is caused by company
- Provide all logistics notifications manually if automation is not available
- Manages external and internal queries in a professional, client-oriented manner (request for quotes, pricing, T&C’s, etc.)
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