Customer Care Journey Specialist
Danaher Corporation
Summary
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.
Job description
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
Requirements
- Bachelor's degree
- 2+ years of Customer Service experience
- Demonstrated experience handling customer service escalation issues
- Oracle experience
Benefits
- Health care program
- Paid time off
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Bonus/incentive pay
Company overview
Danaher Corporation is a leading global science and technology innovator headquartered in Washington, D.C., specializing in biotechnology, life sciences, and diagnostics. Founded in 1984 by brothers Steven and Mitchell Rales, the company has evolved from its origins as a manufacturing conglomerate into a premier healthcare technology organization with approximately 63,000 employees worldwide. Danaher operates through three core divisions: biotechnology (28% of revenues), which develops products for therapeutic development; life sciences (31% of revenues), focused on disease identification, new therapies, and drug testing/manufacturing; and diagnostics (41% of revenues), providing instruments, consumables, and software for disease diagnosis. The company's portfolio includes renowned brands such as Beckman Coulter, Cytiva, Pall Corporation, Cepheid, Leica Microsystems, and Abcam, serving pharmaceutical companies, biotechnology firms, healthcare providers, and research institutions globally. Danaher is distinguished by its Danaher Business System (DBS), a continuous improvement methodology that drives innovation and operational excellence. With 2024 revenues of $23.9 billion, the company ranks 180th on the Fortune 500 and plays a critical role in advancing scientific research, improving diagnostic capabilities, and accelerating the development of life-saving therapies.