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Danaher Corporation Customer Experience Specialist - Portal Admin - Part-Time - REMOTE in Framingham, Massachusetts

As 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.

Support the Global Customer Experience team in handling customer requests related to the customer portal and SCIEX University Training and performing various administrative tasks in our key systems (CRM, LMS, etc) under the responsibility of the Global Customer Experience Team.

Responsibilities:

Acts as a contact point for customers interacting with our Customer Portal and ensures timely resolution of requests and customer satisfaction. Liaises with internal departments where necessary to resolve issues or feedback relevant information to ensure process improvements.

  • Performs various administrative tasks in our CRM - SalesForce.com (SFDC), our web platform (AEM) and our customer-facing Learning Management system (Absorb) such as email changes, instrument registration requests, course enrollments, account assignments, etc. related to users of Customer

  • Monitors data changes and liaises with internal departments to ensure data in SFDC is accurate and updated, based on customer profiles and users’ behavior in our web, and in the Customer Portal (SCIEX Now Online).

  • Keeps the asset database updated to ensure data accuracy and security.

  • Supports the customer onboarding process through data gathering, following-up with internal stakeholders and monitoring of processes. Ensures accuracy of data and timely completion of tasks and processes.

  • Supports reporting from our systems on the admin tasks, to drive continuous improvement of admin processes to support data accuracy, completeness and sustainability.

  • Gathers improvement opportunities for process automation and enhancements based on current data and processes on the customer portal administration.

Critical Competencies / Leadership Anchors:

  • Customer Focus: listens and responds to customer needs

  • Builds People, Teams & Organizations: builds and maintains good working relationships with peers and other functions; works collaboratively; maintains composure under pressure; treats others with respect and consideration;

  • Leads through Danaher Business Systems (DBS): champions continuous improvement, has a problem-solving mentality and drives for results

  • Charts the Course: supports vision and purpose; positively copes with change, prioritizes effectively, acts with speed and agility when new information emerges

Must Have:

  • University degree or qualification in Business Administration/IT or similar.

  • Min 1 to 3 years’ in IT administrative position, or IT customer service

  • Broad knowledge of Salesforce.com and web admin platforms experience

  • Excellent proficiency in English language

  • Good problem solving and analytical skills

  • Able to multitask in a fast-paced environment

Nice to Have:

  • International environment work experience

  • Knowledge of additional languages

Work Location:

This job can be performed anywhere except in the state of Colorado. Colorado residents will not be considered for this job posting.

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.

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.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

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