Customer Service Manager

Bring More To Life

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Cytiva, 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.

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. Take your next step to an altogether life-changing career.

Learn about the Danaher Business System which makes everything possible.

Customer Service Manager

The Customer Service Manager for Cytiva will lead an order management team responsible for processing and managing orders, responding to inquiries, and resolving customer complaints.

This position is part of Commercial Operations located in Marlborough, MA and will be on-site. At Cytiva, our vision is, to advance future therapeutics from discovery to delivery.

In this role, you will have the opportunity to:

• Manage daily CS operations and prioritize daily workload for the team.
• Deliver key performance indicators, including voice of the customer (VOC), order processing time, time to respond to customers, and case closure time.
• Mentor and coach individuals, providing support and guidance for their development.
• Support change by fostering an environment where employees feel safe to try new things and individuals are recognized for positively impacting the business.
• Build a culture of continuous improvement, leveraging DBS tools to identify process gaps and implement preventive measures.

The essential requirements of the job include:

• Bachelor's degree
• 3+ years' experience leading people with demonstrated success meeting or exceeding performance standards
• Hands-on knowledge of order management and supply chain processes.
• Problem solver who is able to quickly understand customer challenges, translate the challenges into action and guide the team to a solution.
• Excellent communicator who can convey a clear message to the team, develop credibility with others quickly, and gain consensus for client focused ways of working.

It would be a plus if you also possess previous experience in:

• Working knowledge of ERP, CRM and phone systems (Oracle, SFDC, Anywhere365, Microsoft Teams)
• Experience supporting and/or leading continuous improvement initiatives with proven results

Join our winning team today. Together, we'll 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.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.