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Danaher Corporation Customer Experience Center Agent (limited to 18 months) in Darmstadt, Germany

Customer Experience Center Agent (CXA)

Location/Region: Darmstadt, Germany

Accountabilities

  • Customers’ point of contact

Acts as first point of contact for customers and ensures timely resolution of requests and customer satisfaction. Liaises with internal departments where necessary to resolve issues and feedbacks relevant information to ensure process improvements. Supports customer requests coming in by phone and through the Internet.

Critical Competencies :

  • Customer Focus: listens and responds to customer needs

  • Builds and maintains good working relationships with peers and other functions; works collaboratively; maintains composure under pressure; treats others with respect and consideration;

  • Has a problem-solving mentality and drives for results

  • Positively copes with change, prioritizes effectively, acts with speed and agility when new information emerges

Requirements:

  • Vocational education (commercial or equivalent)

  • Experience in a customer contact/order administration role, ideally Life Science or Medical Devices.

  • Excellent proficiency in 2 European languages (French, Italian) and good knowledge English

  • Able to work as part of a team, being customer service oriented and friendly natured

  • Able to work in a fast-paced environment

  • Excellent administration and organizational aptitude and good attention to detail

  • FSE Support

Provides administrative support to Field Service Engineers (FSE) by capturing the initial customer request and producing the service tasks, as needed.

  • FOC orders

Helps to book replacement orders for DOA parts (Consumables). Liaises with internal departments (e.g. service, sales) and updates relevant business systems

  • Data base update

Contributes to excellent Customer Service by supporting Service Admin with updating the Instrument Data Base

  • Customer complaints

Acts as a contact point for customers and ensures timely resolution of complaints and customer satisfaction. Updates relevant complaints system. Liaises with internal departments where necessary to resolve issues or feedback relevant information to ensure process improvements.

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 (https://www.danaher.com/how-we-work/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.

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