Danaher Corporation Customer Care Team Leader - NEE region in Amsterdam, Netherlands

Danaher Company Description
Leica Biosystems is a global leader in workflow solutions and automation. As the only company to own the workflow from biopsy to diagnosis, we are uniquely positioned to break down the barriers between each of these steps. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. The company is represented in over 100 countries. It has manufacturing facilities in 9 countries, sales and service organizations in 19 countries, and an international network of dealers. The company is headquartered in Nussloch, Germany. VisitLeicaBiosystems.com for more information.

Description

SUMMARY OF POSITION

This is a new role and a key position to lead the Customer Care team in Amsterdam that supports the Northern & Eastern Europe (NEE) Customers, and the NEE Commercial Organisation consisting of the direct Sales and Service teams as well as an channel of Indirect Distribution partners. In the role, the Customer Care Team leader will be responsible for the quality of the Order Management processes, Public Tenders submissions and Customer Contract Administration.

This role provides the direction, functional leadership, coaching and mentoring for the Customer Care team in Amsterdam. The Customer Care Team leader is responsible for advancing the professional development of the Customer Care Associates, and the pursuit of continued improvement of all operational processes, effectively using the available DBS tools.

The Customer Care Team leader is responsible for managing the team, but will be required to perform transactional tasks as well.

This role will be office based in Amsterdam

CAREER PROGRESSION

The successful candidate must have the ability to progress into other roles within Leica Biosystems and other Danaher operating companies within the next 3-5 years.

KEY RESPONSIBILITIES:

Coordination

  • Coordinate the workload in the team, set priorities and organise if needed support from other teams in order to optimize team output

KPI´s & Process control

  • Ensure achievement of quantitative and qualitative external customer satisfaction goals in order to meet excellent service quality

  • Ensure internal weekly/monthly processing targets are met.

Audits

  • Support the yearly external audits on customer care processes for Sarbanes-Oxley audits in order to ensure legal compliance

Coaching & Awareness

  • Trains, coaches and develops all the customer care specialists in the team in order to ensure adequate skill level of staff

  • Create awareness and understanding of customer care towards the Sales and Service organisation in order to optimize services.

Customer Complaint Management

  • Effectively manage internal and external customer concerns and resolve issues and complaints for his/her area of responsibility or transfer responsibility to the Customer Care Manager in order to drive customer satisfaction

Order Processing

  • Deliver the following order processing activities in order to ensure correct handling, administration and documentation:

  • Receive requests for price quotations, purchase orders, order changes, adjustments, applications and service requests and cancellations directly from customers and dealers.

  • Achieve and maintain rapport with customers in order to give them the best possible service

  • Use LMS Shop and SAP to retrieve customer information, stock status information, the status of purchase orders and to make changes on customer purchase orders

  • Follow up on inquiries by checking SAP for delivery information.

  • Work closely with BU (s) regarding deliveries of scheduled shipments.

  • Handle the needs of sales representatives and customers.

  • Make price quotations in LMS Shop (Level 1 & 2).

  • Maintain files of active orders and posts activity such as change notices, scheduling changes, partial shipments, and credit changes.

  • Prepare paperwork (original purchase order, copies of invoice, and return goods memo) to be given to accounting department for credit or debit to be issued

Deliver the following order processing activities in order to ensure correct handling, administration and documentation:

  • Receive requests for Service call outs. Processes service orders within defined timeline.

  • Co-ordinate call out requests with engineers determining best engineer for the job based on workload, geography and knowledge/skills.

  • Provide customers with quotations within defined timelines.

  • Purchases parts from BU’s and third parties and co-ordinates return of equipment for repair to BU’s.

  • Co-ordinate closing of jobs and subsequent invoicing of customers.

  • Work with BU’s in order to process warranty invoices

  • Monitors outstanding purchase orders from BU’s and third parties.

  • Co-ordinate processing of credit notes to customers.

Other

  • Deliver tasks other than the ones listed above as requested by Manager and/or customer in order to fulfill organizational demands

FIRST SIX MONTHS EXPECTATIONS

  • Be trained and demonstrate a strong understanding of the relevant Order management processes in SAP.

  • Lead the creation of the NEE Customer Care team, and implement a good customer support structure.

  • Develop and maintain relationships of customers and key accounts.and try network of customers,ant share targets.

  • Develop and maintain good working relationships within the LBS EMEA network.

Qualification

POSITION QUALIFICATIONS

  • Excellent Communication skills
  • Proven experience of working in a Supervisory role
  • Fluency in Dutch, English & French
  • Works with integrity and understands compliance requirements
  • Build constructive and effective relationships both inside and outside the organization
  • Ability to structure work and processes
  • Experience of working in a customer service environment for 3-5 years
  • Knowledge of SAP order processing is preferable although not essential, may be another ERP Technical Product Knowledge
  • Familiarity with standard IT Tools (Windows, MS Office, SAP, Lotus Notes)
  • Quality: proven ability to drive customer satisfaction
  • Understanding of importance of standardized processes

FIT FACTORS

  • Tenacity/Do What It Takes
  • Mindset, demonstrate proactive approach to tasks given
  • Must be a team player
  • Effective Time Management and Personal Organization
  • Positive, enthusiastic and driven
  • Continuous Improvement, don’t accept the status quo
  • Strong motivator of teams and results oriented

** To Apply:

Leica Biosystems is committed to attracting and retaining the most highly qualified candidates available. We firmly believe that our employees drive the success of the company. With success in mind as the ultimate goal, we strive to create and provide an environment that offers challenging, stimulating and financially rewarding opportunities. As a Leica Biosystems employee you will be consistently challenged to deliver your best.

If you are ready for this challenge, submit your resume for consideration. http://www.leicabiosystems.com/about/careers/

Be sure to follow Leica Biosystems on LinkedIn!

Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Organization: Leica Biosystems
Job Function: Customer Support
Primary Location: EMEA-Western Europe-Netherlands-NH-Amsterdam
Schedule: Full-time
Req ID: SEL001314