Senior Manager Customer Service

Danaher   •  

Brea, CA

Industry: Manufacturing & Automotive

  •  

11 - 15 years

Posted 32 days ago

Description


The Beckman Coulter Diagnostics Senior Manager Customer Service will lead a team of 25-30 associates who administer the order management and frontline call center based in Brea, CA. The Sr. Manager Customer Service will identify and implement strategies to improve the documentation processes, enhance customer satisfaction and retention, and meet or exceed profitability goals. The incumbent will also oversee staff, ensure changes and improvements to company management systems so databases are current, accurate and consistent with customers' needs; communicate timely to customers their order fulfilment status, including complaint handling; and coordinate with other company departments servicing North America Commercial Operations customers.


RESPONSIBILITIES:

  • Establishes Customer Service standards, procedures, performance levels and documentation requirements
  • Establishes and recommends changes to policy which affect Customer relationships
  • Provides guidance to staff to achieve goals in accordance with established policies
  • Responsible for associate cycle including hiring, development, and performance management of associates
  • Ensures staff skills are developed and maintained on a continual bases whiles staying within financial budget requirements
  • Manages relationships with vendors, consultants, contractors, and professional associations to keep informed with existing and evolving industry standards and technologies
  • Develops departmental tactical and strategic planning processes
  • Communicates Customer Administration status, issues to high level management, users and staff
  • Drives Continuous Process Improvements and ensures Key Performance Indicators (KPIs) are maintained on a timely manner
  • Directs the resolution of complex or unusual business problems across functional lines/departments/countries
  • Participates as an active member of the local Senior Leadership team
  • Exerts influence in the development of overall objectives, assignments, and long-range goals of the organization
  • Meets regulatory requirements and establish policies and procedures.

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Qualifications


  • Education level of Bachelor's degree required. Masters preferred
  • 10+ years' experience in Customer Service or Supply Chain role is required
  • 5+ years' Experience leading and building high performing teams; prior experience managing a team of 15+ employees is required
  • Strong communication skills - Customer focus and service oriented
  • Ability to prioritize and handle multiple tasks: analysis, judgments and flexibility
  • Ability to manage change and influence acceptance of others especially in sensitive situations
  • Team player, problem solver, and able to work well under pressure
  • Excellent computer skills (MS-Office, Oracle ERP)
  • Lean Six Sigma oriented
  • Excellent Team leader and innovative thinker capable of making trade off decisions that best represent the customer and business needs.
  • Ability to work cross functionally in a highly matrix environment and drive teams to success; lead without reporting authority
  • Decisive; minimizes non-value added work and re-work
  • Works independently to develop/lead projects and programs critical to the long-term success of the organization
  • Decisions impact long term North America Commercial Operations
  • Decisions and results have significant impact on company resources & objectives
  • Ability to travel 20% of the time