Customer Care Leader

Responsibilities

In this role, you will have the opportunity to:

• Manage Customer Care Sales and Service focused CSRs teams
• Provide leadership across the customer service team, setting clear objectives and development plans for individuals and ensuring accountabilities of the team are clearly defined and understood.
• Monitor and analyze KPIs to determine when process changes or countermeasures are necessary to consistently meet targets for accuracy, timeliness, and customer satisfaction
• Communicate, motivate, and lead the Customer Care teams to achieve operational targets and KPI s.
• Works with Customer Care leadership globally to align and implement standard work.
• Monitors multi-channel responsiveness and implements alternate models for coverage as needed
• Collaborate with key stakeholders in Operations, Commercial, and Finance organizations to ensure that Customer Service teams meet all requirements for accuracy, timeliness, and compliance.
• Handle escalated problems, complaints, and personnel issues
• Ensures that departmental goals and objectives align with the overall strategic direction; uses effective method(s) to monitor and review progress.
• Provides guidance and specific feedback to assist with associate projects, problem solving and professional development.
• Demonstrates behavior consistent with the Beckman Coulter and Danaher Core Values.
• Performs other duties as assigned.
• 25% travel, both international and domestic

Education, Licensure, Certification, Registration

• Bachelor's degree

Experience

• Knowledge of Oracle and Salesforce
• Excellent computer skills that include Microsoft Office applications and proficiency in typing required.
• 5+ years of Customer Service experience and experience leading a team
• A proven track record of leading sales support/customer service support teams.
• Data driven, process-oriented customer support management practices
• Knowledge of Beckman LS product as well as systems and tools used to process quotes and orders a plus

Location: Remote (Bengaluru / Mumbai)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.