Customer Care Journey Lead - On-Site Indianapolis

Beckman Coulter Life Sciences; Indianapolis (IN); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Bonus eligible

Comprehensive benefits

Job summary

Beckman Coulter Life Sciences in Indianapolis, IN is seeking a Customer Care Journey Specialist to bring order and focus to customer interactions, driving a positive experience from order to delivery.

You will collaborate across sales, service, and operations, lead escalated communications about delivery dates and issues, and develop standardized onboarding to improve customer satisfaction. This on-site role reports to the North American Leader of Customer Care.

Qualifications

• 2+ years of Customer Service experience
• Bachelor’s degree required
• Experience with Oracle preferred

Responsibilities

• Lead escalated communications with customers regarding planned delivery dates and status of ongoing critical issues
• Manage product and supply chain information flow among operations, sales and customers and provide timely account or issue status reporting
• Collaborate cross-functionally to uncover recurring customer concerns and design/implement standard work and countermeasures
• Establish metrics (including NPS) to measure customer experience from order to delivery
• Engage with customers to understand purchasing models and onboarding readiness and design standardized onboarding

Skills

Customer service

Escalation management

Communication

Education

Bachelor’s degree

Tools

Oracle

Job description

Beckman Coulter Life Sciences in Indianapolis, IN is seeking a Customer Care Journey Specialist to bring order and focus to customer interactions, driving a positive experience from order to delivery.

You will collaborate across sales, service, and operations, lead escalated communications about delivery dates and issues, and develop standardized onboarding to improve customer satisfaction. This on-site role reports to the North American Leader of Customer Care.