Customer Care Escalation Manager

2 days ago

Indianapolis, United States Danaher Full time

Beckman Coulter Life Sciences' mission is to empower those seeking answers to life's most important scientific and healthcare questions. With a legacy spanning 80+ years, we have long been a trusted partner to our customers, who are working to transform science and healthcare with the next groundbreaking discovery. As part of our team of more than 2,900 associates across 130 countries, you'll help drive our vision of accelerating answers-and our commitment to excellence.

Beckman Coulter Life Sciences is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

Do you want to work in Client Services? Do you enjoy solving complex problems and driving customer satisfaction? Then read on

We are currently seeking a Customer Care Escalation Manager who will be responsible for bringing order, structure, and focused management attention to the customer's problems in order to gain customer satisfaction by driving for an overall positive customer experience.

This position is part of the Client Services Team and will be ONSITE 5 days a week at our location in Indianapolis, IN.

In this role, you will be responsible for:

* Lead escalated communications with customers regarding planned delivery dates and status of ongoing critical issues around BEC LS product portfolio
* Manage product and supply chain information flow among operations, sales and customers
* Collaborate cross-functionally with sales, supply chain, service and finance to actively uncover recurring customer concerns (bookings anomalies, logistics issues, frequent RMAs, etc.) and to improve customer experience by designing and implementing standard work and efficient countermeasures by leveraging DBS
* Establish comprehensive metrics to measure customer experience from order to delivery and routinely supervise through daily / visual management;
* Provide timely account or issue status reporting both to customers and management

The essential requirements for the job include :

* Bachelor's degree with 5+ years of Customer Service experience
* Proficient with ERP system (Oracle, SAP, etc.)

It would be a plus if you also possess previous experience in:

* Demonstrated experience handling customer service escalation issues
* Sales experience

This job is eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

#LI-AP1

#LI-Onsite

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.

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