Director, EMEA Customer Care (remote)
Danaher
Job location
Amsterdam, Netherlands
Employment status
Full–time
Job details
IDT is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team.
IDT is proud to work alongside a community of 10 fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
Purpose Statement
The Director, EMEA Customer Care is responsible for leading regional customer service and order management teams. This role is accountable for ensuring all transactions and customer interactions initiated pre-sales through order receipt meet expectations for a positive customer experience.
Responsibilities
• Supervise and direct the regional Customer Care management team which includes employee hiring, training, evaluations, and discipline.
• Ensure that departmental goals and objectives align with the overall strategic direction of IDT and the Service organization; use effective method(s) to monitor and review progress.
• Evaluate and implement new or improved processes to streamline customer interactions throughout the quote to cash cycle; work with global Customer Care management to align and deploy changes
• Analyze CRM case and interaction data to identify common interactions and defect sources; use this information to develop new business processes, customer messaging strategies, and/or associate knowledge resources to enable timely and effective resolution.
• Define clear metrics for success, supervise performance against those metrics and report out with root cause and corrective actions
• Gather information and share customer insight to support the organization’s customer experience and selling strategies.
• Manage budget and establish data driven method to inform headcount recommendations and other investments
• Drive team to achieve key operational metrics for quote and order processing as well as NPS targets; use DBS (Danaher Business System) tools and fundamentals to ensure sustainable results
• Work with managers to suggest and initiate changes that improve customer experience, process efficiency, associate productivity, and engagement.
• Work with Global Service DBSL to utilize DBS tools to drive productivity and process improvements; work with DBSL to drive DBS culture in the Order Management organization
• Collaborate with key stakeholders in Operations, Commercial, and Finance organizations to ensure that Customer Care meets all requirements for accuracy, timeliness, and compliance.
• Provide guidance and specific feedback to assist with associate projects, problem solving and professional development.
• Handle escalated problems, complaints, and personnel issues
• Demonstrate behavior consistent with the Integrated DNA Technologies Core Values.
Job Qualifications
• Bachelor’s degree in the preferred field of Biology, Chemistry or related science field with 10+ years’ management experience in customer service or related field required.
• 10+ years management experience within a Customer Service or Commercial function required; alternatively, minimum 5 years management experience within either an IDT customer service or commercial role (required)
• Ability to consistently manage multiple priorities and solve problems using critical thinking skills.
• Knowledge and skills to run multi-function customer service team; ability to utilize appropriate tools, understanding finance and compliance regulations
• Performing root cause analysis and development of countermeasures to prevent recurrence
• Implementing process improvement by identifying challenges within teams and driving solutions
What do we offer
An upbeat, open minded, international and dynamic environment is where we wish to welcome you. A close follow up and extensive training is how we wish to guide you. As a growing international company, we reward our associates with an attractive compensation and benefits package of which the details are outlined below.
o Competitive salary
o Contract of indefinite duration
o Group insurance (including pension plan, guaranteed income …)
o Bonus system
o Annual leave Geography conform
Interested? Well, there is more! To realize IDT’s potential, we invest in your potential. Opportunities will cross your path, enabling you to develop your career the way you want it. All this within a cheerful and highly modern setting.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out
