Customer Service Manager - ONSITE

Danaher - Deerfield, IL

Full-time - Mid Level

Deerfield, IL

Computer and Electronic Product Manufacturing

About the position

The Customer Service Manager at Leica Biosystems is responsible for overseeing all aspects of order processing and management, ensuring exceptional customer and sales support. This leadership role focuses on driving continuous improvements to enhance the customer experience and achieve business objectives. The position is onsite in Deerfield, Illinois, and reports to the Director of Customer Service.

Responsibilities

• Collaborate with business management and support teams to ensure strong execution and delivery of customer value.
• Ensure order fulfillment based on customer requirements and revenue recognition goals are achieved.
• Establish and measure daily management goals, critical metrics, and performance objectives to improve quality and overall customer experience.
• Provide coaching and performance feedback to a team of direct reports.
• Authorize retention of data and preparation of documents while adhering to regulatory compliance and company policies.
• Implement and process customer purchase orders and track goods to customer sites for invoicing.

Requirements

• Bachelor's degree with 7+ years' Customer Service management experience OR Master's degree with 5+ years' Customer Service management experience.
• 5+ years previous people management experience.
• 5+ years customer-facing experience with dynamic responsibilities.
• Experience with SFDC, EDI, GHX, and e-commerce is a MUST.
• Prior experience with SAP or other ERP environments.
• Demonstrated knowledge of customer support processes (i.e., pricing, returns, delivery, etc.).

Nice-to-haves

• Call Center experience in call center or distribution environments.
• Experience in Medical Service, call center, or distribution environments.
• DBS / continuous improvement experience and/or process improvement experience.

Benefits

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