Director, Customer Service - ONSITE

Danaher • IL

80d • $160,000 - $225,000

About The Position

The Director, Customer Service for Leica Biosystems is responsible for leading the North American Customer Service Organization. The Director will ensure a clear strategy and vision including identification of process and infrastructure improvements as well as implementation and adherence of processes required to establish a world-class customer service organization. This position reports to the VP, Global Sales Enablement & Operations and is part of the Customer Service team. This position will be ONSITE five days a week at our facility in Deer Park, IL.

Requirements

• Bachelor’s degree with 7+ years customer-facing experience with progressive responsibilities.
• 5+ years of previous people leadership/management experience.
• Prior experience with SAP or other ERP environment.
• Proven knowledge of customer support processes (i.e., pricing, returns, delivery, etc.).
• Demonstrated aptitude for change management and continuous improvement.
• Demonstrated experience servicing both internal & external customers - meeting customer needs and resolving escalations.

Responsibilities

• Establish vision and strategy for Customer Service to enable a world-class Customer Experience.
• Foster cohesive working relationships across sales, applications, service and commercial operations to ensure best possible outcomes that are seamless to the customer while also maximizing business growth opportunities.
• Execute operational process improvements in key areas based on data collection/analysis of customer feedback at multiple touch points along the customer journey.
• Promote continuous improvement on utility and reporting of analytics/tools and processes to support business needs and internal teams to drive customer satisfaction and productivity.
• Identify, develop and implement process and technology enhancements required to improve the overall quality (i.e., order flow-through without manual intervention) and throughput of electronic execution of e-commerce conversion.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Pragmatically challenge the status quo and utilize change management tools to create adoption and sustainment.

Benefits

• Comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
• Bonus/incentive pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees