Customer Care Journey Specialist

Job description

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Life Sciences, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Beckman Coulter Life Sciences, we know time is the most critical facet in the laboratory today: time to get life-saving therapies to patients faster; reclaiming time by automating tedious manual workflows; and saving time spent addressing erroneous or complex results. We are partners in time and accelerate answers to critical questions through the power of automation. We develop innovations for scientists by scientists, with many of our 3,300+ global colleagues coming from the laboratory. It’s all part of our time-tested approach to bringing meaningful innovations at the speed of life since 1935. And we’re just beginning. Working together, let’s put our time and talents together to advance human health for tomorrow. Learn about the Danaher Business System which makes everything possible. The Customer Care Journey Specialist will be responsible for bringing order, structure, and focused management attention to the customer in order to gain customer satisfaction by driving for an overall positive customer experience. This position reports to the North American Leader of Customer Care and is part of the Customer Care Department located in Indianapolis, IN and will be an on-site role. In this role, you will have the opportunity to: 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 and provide timely account or issue status reporting both to customers and management Collaborate cross-functionally with sales, client services, commercial, supply chain, service, technology 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, including NPS, to measure customer experience from order to delivery and routinely supervise through daily / visual management Engage directly with customers (and internal sales or account teams as needed) to understand purchasing models, system capabilities, and onboarding readiness and design/implement standardized customer onboarding The essential requirements for the job include: Bachelor’s degree with 2+ years of Customer Service experience / demonstrated experience handling customer service escalation issues Oracle experience It would be a plus if you also possess previous experience in: Sales, Service, or Operations experience Beckman Coulter Life Sciences, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info. 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. 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. The U.S. EEO posters are available here. For candidates who are based outside of New York City or who are applying for roles outside of New York City, for more information about conditions of any job offer please click here. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact:1-202-419-7762 or applyassistance@danaher.com.