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Customer Service Manager in Gurgaon, India at SCIEX

Date Posted: 1/7/2019

Job Snapshot

Job Description

Job ID: SCI002997

About Us

SCIEX – An operating company within Danaher’s Life Sciences platform

SCIEX helps to improve the world we live in by enabling scientists and laboratory analysts to find answers to the complex analytical challenges they face. Our leadership in LC-MS and CE-MS have made us a trusted partner globally to those who are focused on basic research, drug discovery, food and environmental testing, forensic toxicology, clinical research and diagnostics. With over 40 years of innovation, we continue to redefine what is achievable in routine and complex analysis.

We are seeking smart, team-oriented people who have purpose and are committed to helping us deliver Answers for Science. Knowledge for Life. ™ Our global team, located on every continent, is our greatest strength, bringing diverse perspectives and breakthrough thinking. With the power of the Danaher Business System behind us, it’s our people who have made us the industry leader. Come join our winning team. Visit us at

Sciex offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. 

Sciex is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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  • This position contributes to customer satisfaction through the management of the local Customer Service operations.  Impacts directly upon customer satisfaction and achievements of the orders and shipment plans of the company, by the effective & efficient operation of the customer service functions.  Controls expenses for own area.  Ensures that regional guidelines and working procedures are implemented.  Involved in design and implementation of overall regional strategy and goals for the CS organization.  Reviews output of CS team regarding quality and efficiency and sets necessary corrective actions.
  • Manages, directly the local Customer Service function.  Responsible for the performance management, coaching and mentoring of direct reports and associated teams where appropriate.  Contributes to special projects as required.
  • Participates as a member of the EMEAI Customer Service team, assists with the development and implementation of customer service strategy within Europe. Contributes to the development of the local annual headcount and expense budget and responsible for ensuring adherence during each fiscal year.
  • Responsible for maintaining excellent service levels to external and internal customers.  Ensures adherence to local and EMEAI policies and guidelines of customer service operations and local field sales and service teams.
  • Responsible for the reporting of local key performance indicators and participates in the continuous development of local and EMEAI KPI's. Defines necessary actions to improve performance.  May also be expected to participate in the development and reporting of world-wide performance metrics.
  • Responsible via the local team, for timely resolution of customer complaints and subsequent feedback and analysis of same.  Continually identifies areas of process improvement, drives and facilitates changes, gaining user consensus for changes.
  • Ensure timely booking of orders in the ERP or alternate site depending on whether the order is local or direct
  • Interface with customers to expedite the order information to meet timelines
  • Monitor accuracy of order entries vis-à-vis information available in the purchase order
  • Ensure that all documents and supporting information is available to meet required compliances
  • Review and confirm the transfer price in case of Merchanting Order.
  • Oversee the order movement from dispatch to delivery to ensure meeting timelines
  • Provide necessary technical and liaison support for customs clearance
  • Ensure that timely intimation along with required documents are provided to the customer so that payment schedules are met
  • Work closely with Sales and Service teams to ensure that quality support is extended to the customer wrt all aspects of order execution
  • Provide the same level of customer service process support for business through dealers
  • Develop and nurture healthy customer relations.
  • Provide periodic updates to sales and service for forecasting 
  • Create SOPs as required and ensure that there are no major observations in various audits and checks
  • Conduct regular reviews and coach the team with ongoing feedback .

Job Requirements


  • Experience of sales & distribution systems, Oracle skills highly desirable.  Ability to write reports, business correspondence & procedure manuals.  Strong organizational skills, communication and problem resolution skills. Team-building and leadership skills.
  • Graduate with 10-15 years of relevant experience in a customer service/commercial/logistics role in Lifesciences or related industry.
  • Team Management experience for 5+ years.
  • Experience in handling change management for the team.
  • Proven experience in the area of project management and implementation.
  • Exposure to business environment of sales of high value capital equipment is desirable
  • Excellent communication skills (written and oral); Good command over the English Language
  • Experience and ability to build relationships, influence people; good negotiation and interpersonal skills
  • Demonstrated experience of being a team player
  • Proficiency in MS-Office esp MS Excel; Exposure to ERP (Oracle/SAP)

Danaher Corporation Overview

Danaher 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 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% 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.