Customer Care Journey Specialist

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Life Sciences, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

## A Partner in Time

At Beckman Coulter Life Sciences, we know time is the most critical facet in the laboratory today: time to get life-saving therapies to patients faster; reclaiming time by automating tedious manual workflows; and saving time spent addressing erroneous or complex results. We are partners in time and accelerate answers to critical questions through the power of automation. We develop innovations for scientists by scientists, with many of our 3,300+ global colleagues coming from the laboratory. It’s all part of our time-tested approach to bringing meaningful innovations at the speed of life since 1935.

### The Role: Customer Care Journey Specialist

This position reports to the North American Leader of Customer Care and is part of the Customer Care Department located in Indianapolis, IN and will be an on-site role. As the Customer Care Journey Specialist, you will be responsible for bringing order, structure, and focused management attention to the customer in order to gain customer satisfaction by driving for an overall positive customer experience.

### What You'll Do

- **Lead escalated communications** with customers regarding planned delivery dates and status of ongoing critical issues around the BEC LS product portfolio.

- **Manage product and supply chain information flow** among operations, sales and customers, providing timely account or issue status reporting both to customers and management.

- **Collaborate cross-functionally** with sales, client services, commercial, supply chain, service, technology and finance to actively uncover recurring customer concerns (like bookings anomalies, logistics issues, frequent RMAs, etc.) and improve customer experience by designing and implementing standard work and efficient countermeasures, leveraging the Danaher Business System (DBS).

- **Establish comprehensive metrics**, including NPS, to measure customer experience from order to delivery and routinely monitor through daily and visual management.

- **Engage directly with customers** (and internal sales or account teams as needed) to understand purchasing models, system capabilities, and onboarding readiness, and design and implement standardized customer onboarding processes.

### What We're Looking For

The essential requirements for the job include:

- A **Bachelor’s degree**.

- **2+ years of Customer Service experience** or demonstrated experience handling customer service escalation issues.

- **Oracle experience**.

It would be a plus if you also possess previous experience in **Sales, Service, or Operations**.

### Compensation & Benefits

This job is eligible for **bonus/incentive pay**. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. Learn more about our benefits at Danaher Benefits Info. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology.