Customer Care Journey Lead — On‑Site

Hbcu Connect, Llc; Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Bonus/incentive pay

Medical/dental/vision insurance

401(k)

Paid time off

Job summary

Beckman Coulter Life Sciences in Indianapolis, IN is seeking a Customer Care Journey Specialist to bring order, structure, and focused management to customer interactions, driving overall satisfaction. This on-site role reports to the North American Leader of Customer Care.

The position requires a bachelor’s degree and 2+ years of customer service experience with escalation handling; Oracle experience is a plus.

Qualifications

• Bachelor's degree with 2+ years of Customer Service experience / demonstrated experience handling customer service escalation issues.
• Oracle experience is required.
• It would be a plus if you also possess experience in Sales, Service, or Operations.

Responsibilities

• 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 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.

Skills

Oracle experience

Education

Bachelor's degree

Job description

Beckman Coulter Life Sciences in Indianapolis, IN is seeking a Customer Care Journey Specialist to bring order, structure, and focused management to customer interactions, driving overall satisfaction. This on-site role reports to the North American Leader of Customer Care.

The position requires a bachelor’s degree and 2+ years of customer service experience with escalation handling; Oracle experience is a plus.