Danaher Corporation Call Center Manager/Supervisor in Marlborough, Massachusetts
Be part of something altogether life-changing.
Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.
Cytiva 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.
Interact with customers over the phone or via email to identify needs and determine appropriate action or advance for further review. May provide quotes, process sales order, document customer complaints, debrief Work Orders and respond to customer service needs. May provide in-house training on non-technical customer support.
Responsible for daily supervision and operational management to meet regional team goals
Manage, prioritize and distribute workload within team.
Mentor and coach individuals through one-on-one discussions and performance reviews. Provide support and guidance to develop internal talent.
Interact with business partners and internal partners to understand new business requirements and enhancement requests
Provide data to generate team performance metrics
Knowledge transfer with other team members to improve overall team education level
Develop and maintain positive and professional working relationships with customers and Cytiva staff
Stay in sync with the Quality Manual, Quality Management System, Quality Management Policy, Quality Goals
And other appropriate duties as assigned by manager
Who you are!
Bachelor's degree or High school diploma/GED with 9 years relevant/related experience.
2+ years of team leadership experience/Supervisory experience with proven success meeting or exceeding performance standards.
5 plus years of Hands-on knowledge of Call Center and/or Customer Service.
Working knowledge of ERP systems, CRM (i.e. salesforce.com).
Communication skills - convey a clear message to the team, develop strong credibility with customers, sales, manager and peers.
Excellent organizational and administrative skills.
Proven experience in one or more of the following areas: Life Sciences, Healthcare or related fields preferred
Proficient in MS Office, Outlook, Excel (Pivot Tables, Formulas, Charts)
Knowledgeable about Key Performance Indicators, business process improvement
Experienced at setting goals and supervising performance to goals
Resourcefulness, commitment, interpersonal, communication, and negotiation skills
Good Time Management and ability to prioritize work based on business needs
Ability to make commitments, track and communicate progress, and follow through until completion (Project Management skills)
Make sound economic decisions
Motivated to business growth
Analytical skills (interpretation, problem solving etc.)
Minimal direct supervision required
We do not offer Sponsorship for this role.
We offer comprehensive benefits like Medical, Dental, Vision and matching 401K.
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.
We help you realize your life’s potential with a competitive benefits package. At
Danaher, we provide a suite of benefits to support your physical, financial, and emotional wellbeing. Speak with your recruiter or hiring manager to learn more about country-specific offerings.
Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 202-419-7762 or e-mail firstname.lastname@example.org to request accommodation.
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 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 Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or email@example.com to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.