Service Order Administrator

  • Career level: Direct Entry
  • Employment: Fulltime, permanent
  • Start: immediately
  • Location: Enfield, CT (US)
  • Job-ID: R3375

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With around 4,500 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle: Collaborate on new ideas. You would like to take responsibility and help to make a difference in an experienced international company? Exciting tasks combined with a positive and affirmative working environment await you at Eppendorf. You are also motivated by technical challenges? Then apply now!

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Your challenges

  • Ensure service request fulfilment by all channels including and not limited to:
    • EDI Transmission
    • Email/Esker Order Management
    • eShop
    • Fax Transmission
    • Intramalls
    • Phone
  • Translate incoming service requests and process them into the CRM system and billing out through SAP ensuring that necessary billing requirements are followed (I.e. quarterly/annual invoices).
  • Maintain a high level of knowledge of our product and service portfolio to ensure that all service and agreement requests are accompanied by the necessary work order and/or logistical requirements.
  • Engage in customer communications to obtain any missing/incorrect information to process invoices including and not limited to period of performance, asset/serial number validity, device location, and payment method.
  • Become a CRM expert with respect to Customer Support job functions.
  • Develop a comprehensive understanding of the quoting system, being able to generate quotations as well as interpret and translate the information into the order entry and CRM software.
  • Provide customer updates including, work order status, agreement status, billing dates, invoice documentation, etc.
  • Work to process all service order requests that enter the service inbox ensuring prompt follow up.
  • Manage the list of billing documents associated with service billing included and not limited to field, in-house and pipette services. You will ensure accuracy and no duplication, as well as acting as a backup to others.
  • Work as a liaison between Field Service, the Sales Force, and customers to ensure
    • Unit eligibility (I.e. warranty status)
    • Accurate quoting
    • Billing requirements
  • Work directly with the Sales Support and Technical Support in efforts to provide seamless support to all internal and external customers.
  • Assist in managing phone queues when called upon.
  • Will support all time zones by periodically adjusting shifts dependent upon the needs of the department.
  • Ensure generation of booking setups along with agreement processing to automatically generate work orders to then be dispatched to Field Service.
  • Work directly with the AR Department to ensure necessary protocol is being followed when accepting order requests.
  • Process and document all invoice related/credits and debits/billing issues via eCRM related to in accurate billing information, duplication, etc.

Your expertise

  • Bachelor’s degree (B.A.) from a four-year college or university preferred; and one to two years’ related experience and/or training; or equivalent combination of education and experience.

Your benefits at Eppendorf

  • Innovative and Collaborative corporate culture
  • Competitive total rewards package including health, financial, and education benefits
  • Contribute to improving the human living condition
  • Direct impact on business

Please note that we can only consider applications that are submitted online via our application management tool.

Apply now