Customer Care Journey Specialist

Danaher • Indianapolis, IN

8d • Onsite

About The Position

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. In this role, you will have the opportunity to: 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

Requirements

• Bachelor’s degree with 2+ years of Customer Service experience
• demonstrated experience handling customer service escalation issues
• Oracle experience

Nice To Haves

• Sales, Service, or Operations experience

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

Benefits

• paid time off
• medical/dental/vision insurance
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level