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Service Customer Care Coordinator in Redwood City, California at SCIEX

Date Posted: 1/8/2019

Job Snapshot

Job Description

Job ID: SCI002622

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.

Join our winning team and Follow us on LinkedIn!


The primary responsibilities of this position are highly focused facilitating Americas Call Center day-to-day activities, problem solving so that the team meets and exceeds the required level of service, customer experience, performance, orders and revenue targets. The Agent is the front-line team supporting North American internal and external customers. It liaises with Field Service, Sales, ATS, TAC, Finance, Distribution, Procurement, Distribution, and cross functional teams to resolve customer related issues. Enjoys the challenge of handling a diverse range of inbound and outbound calls, ecommerce, and emails from customers. Thrives in a fast-paced, customer-oriented environment, where the potential to wear many different hats exist.

•Answer incoming calls from internal and external customers to dispatch service requests, take orders, answer inquiries and questions.
•Create service case, dispatch, and follow up in Sales Force and Oracle
•Seize opportunities to upsell products in alignment to service promotions and campaigns
•Route calls to the appropriate resource
•Track and expedite back orders through completion
•Conduct post Field Service Engineer’s physical inventory results.
•Generate leads for the Service Sales, SW and Field Service team
•Provides accurate information regarding parts availability of in-stock items.
•May be required to perform other related duties as required and/or assigned

Job Requirements


Education and/or Work Experience Requirements: 
• 2 years’ experience in a customer service/administrator role
• Proficient in MS Office (Excel, Word, Power Point and Visio) Sales Force, and Oracle preferred

Additional Requirements & Competencies: 
• Superior Customer Service Skills; responds promptly to customer needs, high sense of urgency 
• Excellent written and verbal communication skills 
• High emotional intelligence, positive attitude
• High attention to detail, follow-up, multi-tasking, and conflict resolution 
• Dependability; follows instructions, responds to management direction; keeps commitments. 
• Able to demonstrate a high level of integrity and a penchant for high quality 
• Must possess a strong work ethic and a high level of self-accountability 
• Able to establish and maintain effective working relationships with co-workers, contractors, and customers 

The above statements are intended to describe the general nature and level of work being performed by incumbent. They are not intended to be an exhaustive list of all responsibilities, duties and skills required by incumbent.  Incumbent may be required to perform other duties as assigned.

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.