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Service Logistics Call Center in Redwood City, California at SCIEX

Date Posted: 2/1/2019

Job Snapshot

Job Description

Job ID: SCI003046

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 www.sciex.com.

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.

Join our winning team and Follow us on LinkedIn!


Description

Logistic Call Center coordinator interacts with customers in an active call center environment and provides them with information to address requests regarding quotations, orders, products, and services. You will provide a high level of customer service to assist our internal and external customers in their day to day activity resulting in generating impactful success. Thrives in a fast-paced, customer-oriented environment, where the potential to wear many different hats. We are seeking an energetic and reliable professional to join our team. 
  • Responds to and resolves customer requests including processing orders, quotations, requests for service, pricing, product availability, order status, billing questions as well as returns and cancellations, etc.
  • Answers product, service inquiries, and support customers in facilitating communication for field service and sales, and technical assistance as required. 
  • Increase orders and revenue by participating in upsell and cross sell opportunities
  • Works with other departments to find solutions for both internal and external customers regarding a large variety of topics.
  • Follows established service quality standard and meets established processing times and follow-up actions in accordance to departmental standards Abandoned Call Rate (ABD), after call work, order accuracy, response time, etc.)
  • Some aspects of the job will be reoccurring and routine, other assignments will be moderately complex in nature where judgement is required in resolving problems and making recommendations.
  • Works closely with Manager to assist with orientation of new hires. 
  • Assists to implement the right training and monitoring and as a result document and maintain work procedure, ensuring all teams have received full training and adhere to the departmental processes.
  • Understands the goals and objectives of the entire department. Keeps the bigger picture in mind and influences workflows accordingly.

Job Requirements



Qualifications

  • High School Diploma or higher
  • Prior experience in heavy volume Call Center and Customer Service role.
  • Proficiency in MS Excel in the following areas: knows how to navigate around Excel, Math and Logical functions like SUM, IF, COUNT, COUNTIF etc. Lookup functions, Pivot Tables and Pivot Charts
  • Must have high sense of urgency 
  • Strong phone, verbal, and email communication skills along with active listening 
  • High attention to detail, follow-up, multi-tasking, and conflict resolution
  • Works independently and as part of a team
  • Must be flexible to 5am-5pm Monday through Friday. Some Holiday work may be required. 
Preferred: 

  • Biotechnology industry experience 
  • Experience with Oracle, Sales Force, Service Max 
Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


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.