Customer Care Leader

Beckman Coulter Life Sciences; Kolkata District; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Beckman Coulter Life Sciences is seeking a senior Customer Service leader to manage the CSRs teams and drive excellence in service delivery. You will set objectives, coach staff, and ensure accountability while aligning with global standards.

You will monitor KPIs, collaborate with Operations, Commercial and Finance, and handle escalations. Remote work arrangements in India are supported with travel up to 25%.

Qualifications

• 5+ years of Customer Service experience and experience leading a team.
• Knowledge of Oracle and Salesforce.
• Data driven, process-oriented customer support management practices.
• Excellent computer skills including MS Office and good typing speed.
• Beckman LS product knowledge is a plus.

Responsibilities

• Manage Customer Care Sales and Service focused CSRs teams.
• Provide leadership across the customer service team with clear objectives.
• Monitor KPIs to ensure targets for accuracy, timeliness, and satisfaction.
• Communicate and lead Customer Care teams to achieve targets.
• Collaborate with Operations, Commercial, and Finance to meet requirements.
• Handle escalated problems and personnel issues.
• Travel up to 25% domestically and internationally.

Skills

Oracle

Salesforce

Microsoft Office

Leadership

Communication

Education

Bachelor’s degree

Tools

Quotes and orders systems

Job description

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

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.

In This Role, You Will Have The Opportunity To

• Manage Customer Care Sales and Service focused CSRs teams
• Provide leadership across the customer service team, setting clear objectives and development plans for individuals and ensuring accountabilities of the team are clearly defined and understood.
• Monitor and analyze KPIs to determine when process changes or countermeasures are necessary to consistently meet targets for accuracy, timeliness, and customer satisfaction
• Communicate, motivate, and lead the Customer Care teams to achieve operational targets and KPI’s.
• Works with Customer Care leadership globally to align and implement standard work.
• Monitors multi-channel responsiveness and implements alternate models for coverage as needed
• Collaborate with key stakeholders in Operations, Commercial, and Finance organizations to ensure that Customer Service teams meet all requirements for accuracy, timeliness, and compliance.
• Handle escalated problems, complaints, and personnel issues
• Ensures that departmental goals and objectives align with the overall strategic direction; uses effective method(s) to monitor and review progress.
• Provides guidance and specific feedback to assist with associate projects, problem solving and professional development.
• Demonstrates behavior consistent with the Beckman Coulter and Danaher Core Values.
• Performs other duties as assigned.
• 25% travel, both international and domestic

Education, Licensure, Certification, Registration (Required)

• Bachelor’s degree

Experience (Required)

• Knowledge of Oracle and Salesforce
• Excellent computer skills that include Microsoft Office applications and proficiency in typing required.
• 5+ years of Customer Service experience and experience leading a team
• A proven track record of leading sales support/customer service support teams.
• Data driven, process-oriented customer support management practices
• Knowledge of Beckman LS product as well as systems and tools used to process quotes and orders a plus

Location: Remote (Bengaluru / Mumbai)

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.

At Beckman Coulter Life Sciences we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Life Sciences can provide.

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.