Purpose of the role :
Drive a great customer experience with the brand, building a strong customer centric set up and processes. Manage and shape excellent customer interaction.
Be a strong leader of customer service team in DACH and enable the team to :
Provide accurate, timely, and advanced (technical) information, advice, and assistance regarding the organization's products and services to the customer.
Handle inquiries, provide services and product advise, manage complaints and continuously improve service to achieve excellence.
Liaise with sales and marketing team for customer feedback and to deliver great customer experience.
Main tasks :
Manage the DACH team receiving customer orders and customer service requests by mail, e-mail or phone
Perform the clerical processing operations needed for completion of orders or customer requests
Know customer needs and be the voice of customer in the management team
Ensure excellent customer service, processes and services
Lead projects to drive and continously improve customer experience
Work closely with commercial leaders to shape customer experience and implement state of the art tools and processes for our customers
Plan ressources for customer service ensuring customer needs are met
Be acquired with product standards and policies, be up to date with legislation and regulatory requirements, data protection
Set up trainings and tools for customer service specialists ensuring excellent customer relationship management
Develop and implement customer service policies and procedures
Secure excellent delivery within time and budget
Knowledge & skills :
Customer service knowledge - like order handling, credit note handling, returns, clearing (accounts)
In-depth knowledge of customer service principles and practices)
Proficiency in CRM systems and in MS Office applications
Excellent leadership skills
Excellent customer relationship skills
Excellent communication and problem solving skills
Organization and structured approach
High level of motivation and commitment to achieve great results
Required experience :
Leadership experience in the customer service
Experience in a Customer Service role (preferably within dental / medtech industry)
Track record of over-achieving quota
Customer orientation and ability to adapt / respond to different types of characters
Experience in processing orders, preparing correspondences and fulfilling customer needs to ensure customer satisfaction
Experience in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem;
selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Ability to multi-task, prioritize and manage time effectively
Project management experience
Danaher Corporation OverviewDanaher 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.