Manager, Customer Service Operations Excellence

The Manager, Customer Service Operations Excellence will be responsible for leading the identification and implementation of the process and infrastructure improvements required to establish a world class customer service organization.
Key focus areas of this role are instrument/capital order processing, electronic order channels (EDI/GHX/e-commerce) management, and overall process customer service improvement by driving common issues to root cause resolution.

Primary Responsibilities Focus in Three Areas:
Capital Orders Execution

• Manage, coach and motivate team responsible for instrument order entry
• Identify and implement opportunities for reducing process complexity and streamline the process
• Review/Refine current approach to measuring productivity of associates processing instrument orders (recognizing the similarities/differences with consumables order entry)
• Serve as the point of coordination with the sales team to ensure order fulfilment based on customer requirements and revenue recognition goals are achieved

Electronic Channels and Technology Infrastructure Enhancement

• Partner with Call Center Manager to develop and execute technology roadmap for customer service organization (e.g., enhanced order sorting, approvals flow for RGA/Credits)
• Identify and implement process and technology enhancements required to improve the overall quality (i.e., order flow-through without manual intervention) of electronic order-entry channels (EDI, GHX)
• Drive the shift of orders from manual channels (phones, fax, emails) to electronic channels
• Lead the execution of e-commerce adoption as driven through the customer service channel

Customer Service Operations Improvement

• Deliver DBS tool and methodology coaching and mentoring to the Customer Service Operations Team
• Drive daily management for improvement of key processes (RGAs, Collections team coordination, price increase communication)
• Proactively leads problem solving efforts within assigned teams to address gaps in performance
• Constantly evaluates current state for opportunities for continuous improvement

The successful candidate will have a demonstrated track record of:

• Pragmatically challenging the status quo and driving for continuous improvement;
• Effectively utilizing Danaher Business Systems (DBS) tools for continuous improvement;
• Effective people leadership and change management; and,
• Utilizing a growth mindset in their planning and actions.

Required Education, Experience, Skills

• Bachelor’s degree required with analytical experience preferred; Advanced degree preferred;
• 5+ years customer facing experience with progressive responsibilities;
• 5+ years of previous people management experience;
• Prior experience with SAP or other ERP environment;
• Basic knowledge of customer support processes (i.e., pricing, returns, delivery, etc.);
• Ability to analysis data to gain understanding and offer actions;
• Demonstrated aptitude for change and continuous improvement;
• Strong focus on the customer and meeting customer needs; and,
• Proficient user of Microsoft Office365 with advanced Excel skills.

Critical Competencies

• Builds and maintains good working relationships with sales organization and peers; works collaboratively. (Builds People, Teams & Organizations);
• Supports vision and purpose; provides direction needed to operationalize and drive to action. (Charts the Course);
• Coaches behaviours and actions that align to the DBS culture and holds teams/individuals accountable. (Leads through DBS);
• Proactively gathers different views on how to approach and solve a problem; approaches problems analytically rather than jumping to superficial conclusions. (Leads through DBS);
• Performs full-cycle employment functions including hiring, training and performance reviews and performance management Responsible for all staffing, performance management, training, and development of associates (Builds People, Teams & Organizations); and,
• Leads, energizes and engages individuals to achieve personal development and business goals; retains talent. (Builds People, Teams & Organizations).

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Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.