Customer Care Escalation Manager - ONSITE

Danaher - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

1,001-5,000 employees

Computer and Electronic Product Manufacturing

About the position

The Customer Care Escalation Manager is responsible for managing escalated customer communications and ensuring a positive customer experience by addressing complex issues related to the BEC LS product portfolio. This role involves collaboration across various departments to identify and resolve recurring customer concerns, while also establishing metrics to measure customer satisfaction from order to delivery.

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.
• Collaborate cross-functionally with sales, supply chain, service, and finance to uncover recurring customer concerns and improve customer experience.
• Design and implement standard work and efficient countermeasures by leveraging DBS.
• Establish comprehensive metrics to measure customer experience from order to delivery and supervise through daily/visual management.
• Provide timely account or issue status reporting to customers and management.

Requirements

• Bachelor's degree with 5+ years of Customer Service experience.
• Proficient with ERP system (Oracle, SAP, etc.).

Nice-to-haves

• Demonstrated experience handling customer service escalation issues.
• Sales experience.

Benefits

• Paid time off
• Medical/dental/vision insurance
• 401(k)