Customer Care Journey Specialist

About the role

The Customer Care Journey Specialist will be responsible for managing customer communications and improving customer experience by addressing issues related to the BEC LS product portfolio.

Responsibilities

• Bring order, structure, and focused management attention to the customer in order to gain customer satisfaction by driving for an overall positive customer experience.
• 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.
• 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.

Requirements

• Bachelor’s degree with 2+ years of Customer Service experience / demonstrated experience handling customer service escalation issues.
• Oracle experience.
• Previous experience in Sales, Service, or Operations is a plus.

Qualifications

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.

Skills

• Excellent communication skills.
• Ability to manage customer expectations and resolve issues effectively.
• Strong organizational and problem-solving skills.
• Experience with Oracle systems is beneficial.

Benefits

Beckman Coulter Life Sciences offers a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and a 401(k) to eligible employees.

Pay

The amount and availability of any bonus, commission, benefits, or 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.

Schedule

This is an on-site role located in Indianapolis, IN.