Danaher Corporation Senior Manager Customer Support & Operations, Order Management in New York, New York
At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us, every moment of every day, to develop rapid groundbreaking solutions for the world’s most complex health challenges.
This role oversees and guides the team Customer Support, Training & Systems Analysts, and Order Management Operations teams. The teams are responsible for responding to customer inquiries via phone and email, leading department training initiatives and system enhancements, and managing processing of product allocations. This manager ensures Cepheid’s customers have a consistent, elite service experience. This people leader must be adept in exercising good judgment in strategic and tactical decision making as well as promoting employee engagement & enablement.
ESSENTIAL JOB RESPONSIBILITIES:
Leads a staff of 10 Customer Service representatives, Training/System Analysts & Order Management Operations specialists.
Adapts departmental plans and priorities to meet short-term service and/or operational challenges.
Positively impacts the team’s ability to achieve service, quality and timeliness of objectives.
Uses DBS or other Process Improvement toolsets to optimize the department as business needs change.
Oversee & maintain a training program for increased professionalism and effective order management practices.
Create and use timely reporting (monthly metrics, KPIs, Bowlers) to drive action.
Provides real-time feedback to employees regarding job performance and customer interactions.
Ensures compliance with complaint management requirements.
Works cross functionally to influence internally and externally & meet goals.
Ability to analyze a problem, solicits input to seek alternative solutions, and recommend/implement solutions.
Strong ability to delegate appropriately to maximize effectiveness.
Strong analytical skills to identify and resolve workflow problems, possible technical issues and procedural conflicts.
Experience with fail-fast attitude & calculates risks appropriately.
Experience collaborating & communicating with senior leaders across the organization.
Bachelor’s degree with 9+ years of experience managing and leading in a call center (or similar) environment required OR Master’s degree with 7+ years of experience managing and leading in a call center (or similar) environment required
Proven management ability to increase process innovation, enhance team accountability and empower associates resulting in elevating department operating standards
Ability to plan, organize, lead and control resources in a team environment.
Adept with DBS or Process Improvement toolsets & has experience with change management or leading change.
Requires excellent management, leadership, organization and communication skills.
Employee engagement focused with the ability to balance strategic priorities with development opportunities
Expert in Sarbanes-Oxley (SOX) compliance as it relates to sales order administration.
Experience with Call Center technology - ACD administrator (8x8 - a plus)
Expert knowledge of ERP and CRM systems (SAP and Salesforce.com preferred)
EDI experience (GHX preferred)
Cepheid, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.
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.
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 email@example.com to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.
Operating Company: Cepheid