Customer Care Journey Specialist

Radiometer; Indianapolis (IN); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Bonus/incentive pay

401(k)

Job summary

Beckman Coulter Life Sciences in Indianapolis, IN, seeks a Customer Care Journey Specialist to bring order and focused management to customer experiences. This on-site role reports to the North American Leader of Customer Care and collaborates across operations, sales, and service to improve satisfaction.

You will drive escalations, coordinate information flow, and help design standardized onboarding while leveraging the DBS framework for continuous improvement.

Qualifications

• Bachelor’s degree with 2+ years of Customer Service experience / demonstrated escalation handling.
• Experience with Oracle is 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 status reporting to customers and management.
• Collaborate cross-functionally with sales, client services, commercial, supply chain, service, technology and finance to uncover recurring customer concerns and design standard work and countermeasures.
• Establish comprehensive metrics, including NPS, to measure customer experience from order to delivery and monitor daily performance.
• Engage directly with customers to understand purchasing models, system capabilities, and onboarding readiness and design standardized onboarding.

Skills

Customer service

Oracle

Escalation handling

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM 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? 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.

Role Overview

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.

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 (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

Essential Requirements

• 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

Benefits and Compensation

• 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.
• 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.

Equal Opportunity

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 more information, visit www.danaher.com.

Contact for Accommodation

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 [e-mail].

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