Customer Care Leader

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee Customer Care teams that are focused on sales and service

• Provide leadership and direction to the customer service team

• Establish clear objectives and individual development plans

• Define and communicate the responsibilities of the team

• Monitor and analyze key performance indicators (KPIs) and implement necessary process changes or countermeasures

• Lead Customer Care teams in reaching operational targets and KPIs

• Align and execute standard procedures in collaboration with global Customer Care leadership

• Oversee multi-channel responsiveness and implement alternative coverage models

• Collaborate with stakeholders from Operations, Commercial, and Finance

• Address escalated issues, complaints, and personnel matters

• Ensure departmental goals are in sync with the overall strategic direction and track progress

• Offer guidance and feedback for associate projects, problem-solving, and professional growth

• Exhibit behavior that aligns with Beckman Coulter and Danaher Core Values

• Carry out additional duties as assigned

⛳️ Requirements

• Bachelor’s degree

• Familiarity with Oracle and Salesforce

• Strong computer skills, including proficiency in Microsoft Office applications

• Proficient typing abilities

• 5+ years of experience in Customer Service

• Proven experience in team leadership

• Demonstrated success in leading sales support/customer service support teams

• Data-driven approach and process-oriented management practices in customer support

• Knowledge of Beckman LS products and the systems/tools for processing quotes and orders is an advantage

• Willingness to travel 25%, both internationally and domestically

🏝️ Benefits

• Comprehensive and competitive benefits package

• Health care coverage

• Paid time off

• Flexible remote working options for eligible positions

• Ability to work from home