Customer Service Manager, Mumbai

Job Description

CaptionsDisabled Transcript DisabledCaptionsGo back to previous menuDisabled Portugu sPT DeutscheDE EnglishEN Espa olES Fran aisFR ItalianoIT NederlandsNL RU ZH SwedishSVPausePlay% buffered 00:0000:00UnmuteMuteSettingsExit fullscreenEnter fullscreenTranscriptMy team at Beckman Coulter is responsible for PROService, which is our remote diagnostics system, which is used by our call center and service engineers to help customers resolve issues with their instruments. During the pandemic, this has become a necessity since our FSEs are not able to visit all sites immediately and this has actually helped them a lot in resolving customer issues and keeping the labs up and running, which of course the customers appreciate since their testing volumes have gone up. So this is how my team has been pitching in and its actually been very relevant during the COVID situation over the last eight months.Video length: 47 seconds 0:47We asked Santosh:QHow does the work of Associates across your department/function impact customers Employee Q&AJOB DESCRIPTIONSCIEXAs a global leader in mass spectrometry, SCIEX delivers solutions for precision detection and quantification of molecules to help protect and advance the wellness and safety of all. Because of our 50 years of groundbreaking innovation, our customers can quickly respond to environmental hazards, better understand biomarkers relevant to disease, improve patient care in the clinic, bring relevant drugs to market faster, and keep food healthier and safer. At SCIEX, you ll find a rewarding role that amplifies your impact on the world and helps you realize life s potential.SCIEX is proud to work alongside a community of nine 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. About This Role Title: Customer Service ManagerLocation : MumbaiReports to: Senior Manager, Customer ServiceReportees: 3-5 ReporteesCore Responsibilities-Manage the team of 3-5 associates in order management and guide them in daily activities of quotes and order booking ORDER FULFILLMENT.Sound knowledge of Oracle or any ERP for order management activities Resolve customer queries and bring it to complete closure Monitor central mailbox and assign tasks to team members and ensure execution remains on track to meet KPIs Co-ordinate with different stakeholders such as factory, internal customers, and external customers so that delivery remains seamless.Focus on Continuous improvement in current order management process. Payment term knowledge on Letter of Credit, Cash Against Document Payment Basic logistics & clearance process knowledge (Import/Export, Local transportation, and Clearance) Interface with IT, Product Management and Customer Care as required to facilitate order fulfilment.Basic Qualification:
• B.Sc/B.Tech in Science/ Instrumentation discipline
• Minimum 8 years of work experience in Order Management Proficiency in MS-Office and above average working knowledge of MS-Excel Proficiency in ERP: Oracle 12I (OtC) Knowledge of LC/MS/MS systems will be an advantage
• Critical Success Factors:
  • Self-starter and results oriented. Coordinate with multiple teams to achieve results
  • Taking ownership and accountability
  • Able to perform in a fast based, metrics driven environment
  • Team player, good communication and interpersonal skills
  • Ability to deal with different stakeholders
  • Demonstrates behaviors aligned to Danaher s Leadership Anchors
When you join us, you ll also be joining Danaher s global organization, where 69,000 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.Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we ll empower you to push the boundaries of what s possible.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.,

Keyskills :
bankingorder managementcustomer servicesalescompliancedanaher business systemaccounts