Be part of something altogether life-changing!
Working at Cytiva 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.
Forming part of the Biotechnology segment at Danaher, we bring together dedicated technical expertise and talent to develop the next generation of life-changing therapeutics.
At Cytiva we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cytiva can provide.
The India Customer Service Leader for Cytiva is responsible for India Customer Service Order Management, Operations, and Customer Experience Excellence.
This position is part of the APAC Com Ops (Customer Service) Organization located in Bangalore . At Cytiva, our vision is, to advance future therapeutics from discovery to delivery.
In this role, you will have the opportunity to
- Lead a diverse team of Customer Service Associates located in India. Providing Customer Service vision, guidance, and insight expertise to the India CS team. Work with the CS team to establish the enablement strategy, understand key operational/people opportunities, and execute strategies into a value-based solution.
- Serve as Customer Service leadership build strong relationship with India Commercial, Functions, and Customer’s facing partnerships. Building multi-levels stakeholder relationship to ensure business excellence and customer health. Provide timely communication and responsive follow-through on issues, actions, and escalations.
- Leadership accountability to the Order Management, and CS Operational KPI metrics, and Employee Surveys results relevant to the Customer Service operations. Monitor customers health metrics (VOC) and champion customer needs through timely actions/ mobilizing resources to mitigate risk and capitalizing opportunities to maximize customer impacts.
- Collaborate with Commercial and Function teams to optimize order management and DBS strategies enabling Order Fulfillment, On Time Delivery, and Customer Experience excellence. Develop and support DBS initiatives that improve the overall customer experience and lead to greater service satisfaction among our customers.
- Manage cross-functional leaders and stakeholders to ensure they are well and timely informed of order management rhythms (sale’s risks and opportunity), customer challenges (ease of doing business and customer satisfaction), and Customer Service business deliverables (On time delivery and Past Due Backlog).
- Actively participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve the customers and well-being of the team.
The essential requirements of the job include:
- Tertiary qualification with multiple years of experience in a Customer Service management role (strategic and tactical).
- Excellent Communication skills (Written, analytical, presentation, and verbal) with the ability to evangelize (visualizing and verbalizing) key concepts, proposals, and changes at multiple levels of the organization.
- Track records of success in building customer relations, change program operationalization, insights driven initiatives to mature Customer Service value chain.
- Proven experience and ability to collaborate with Customer Service and Internal teams across the organization (Region and India) resolving operations, people, and customer challenges.
- Ability to fostering strong relationships and operating rhythms with leaders at global and regional levels to implement effective operations and customer experiences.
- Proven demonstration of sound business/operations acumen, teamwork, and leadership qualities.
- Ability to lead change through a supportive, collaborative, and highly inclusive environment where team members feel supported, respected, and engaged.
It would be a plus if you also possess previous experience in:
- Manage the sustainable development of a strong pipeline of talent for continuous success.
- Believes in value of diversity to reflect, connect, and meet the diverse needs of our the CS team.
- Previous experience or strong proficiency with DBS toolset/methodologies.
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
At Danaher, 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.
