Customer Care Journey Specialist (Onsite Indianapolis)

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

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.