Customer Service Manager

Danaher • Marlborough, MA

1d • Onsite

About The Position

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Cytiva, 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. Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies. At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. Take your next step to an altogether life-changing career. Learn about the Danaher Business System which makes everything possible. The Customer Service Manager for Cytiva will lead an order management team responsible for processing and managing orders, responding to inquiries, and resolving customer complaints. This position is part of Commercial Operations located in Marlborough, MA and will be on-site. At Cytiva, our vision is, to advance future therapeutics from discovery to delivery. In this role, you will have the opportunity to:

Requirements

• Bachelor’s degree
• 3+ years’ experience leading people with demonstrated success meeting or exceeding performance standards
• Hands-on knowledge of order management and supply chain processes.
• Problem solver who is able to quickly understand customer challenges, translate the challenges into action and guide the team to a solution.
• Excellent communicator who can convey a clear message to the team, develop credibility with others quickly, and gain consensus for client focused ways of working.

Nice To Haves

• Working knowledge of ERP, CRM and phone systems (Oracle, SFDC, Anywhere365, Microsoft Teams)
• Experience supporting and/or leading continuous improvement initiatives with proven results

Responsibilities

• Manage daily CS operations and prioritize daily workload for the team.
• Deliver key performance indicators, including voice of the customer (VOC), order processing time, time to respond to customers, and case closure time.
• Mentor and coach individuals, providing support and guidance for their development.
• Support change by fostering an environment where employees feel safe to try new things and individuals are recognized for positively impacting the business.
• Build a culture of continuous improvement, leveraging DBS tools to identify process gaps and implement preventive measures.

Benefits

• Cytiva, 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.
• We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees