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Danaher Corporation Global Strategic Account Customer Experience Manager in Westborough, Massachusetts

Find what drives you on a team with a more than 70-year history of discovery, determination, and innovation. As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers protect people. Our products serve a wide range of markets, so if your interests lie along the spectrum of Life Sciences to Industrial, you’ll find a rewarding role here. For the exponentially curious, Pall is a place you can thrive and amplify your impact on the world.

Pall is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

The Global Key Accounts Customer Experience Manager supports Pall’s customer experience strategy across the customer buying process, handling lead time and delivery expectations. The position will collaborate with Strategic Account Managers, Supply Chain associates and other customer-facing functions to improve customer relationships, satisfaction, and loyalty through high-quality interactions. The Global Key Accounts Customer Experience Manager will drive continuous improvement in process documentation/execution and metrics, reporting progress to customers as well as Pall senior leadership.

Essential Job Functions

  • Lead communications with customers regarding planned delivery dates, status of ongoing critical issues and swaps. Analyze combinations and propose production re-planning to optimize customer fulfillment. Provide alternatives to customers when re-planning is not possible.

  • Represent Pall in regular weekly meetings with Sales and Customers. Collaborate with Pall Strategic Account Managers and Pall Supply Chain associates to problem-solve issues in order allocations, communication, and countermeasure development.

  • Use existing MS Excel tools to work swap options between SUT orders, considering production sources, production lead-times and minimum quantities, and recommend process improvements. Drive collaborations with Operations to ensure follow-through until order confirmation and ultimate issuance of goods.

  • Collaborate with Supply Chain, Sales and Customer Service teams to handle order exceptions (expedited shipment, alternative part-numbers, update order parameters, hold orders, component alternatives, tracking shipment, swaps with other customers, etc.)

  • Define customer segment-specific needs and develop standard work to drive increasing levels of customer satisfaction.

  • Establish comprehensive metrics to measure customer experience and routinely supervise through daily/visual management.

Requirements

  • BS in supply chain/procurement, Life Science, Engineering or Business

  • MBA preferred

  • 3 plus years in Supply Chain or procurement experience

  • 1-2 years Customer Experience/commercial role

  • Experience with enterprise resource planning (ERP) systems and reporting structures. Full working understanding of Power BI tool. Advanced MS Excel modeling skills

  • Ability to earn credibility and trust and form positive relationships by drawing on strong communication and relationship building skills

  • Strategic problem solver

  • Ability to work efficiently in cross-functional teams and handle complex tasks quickly and efficiently in a constantly evolving environment

  • Strong DBS skills and attitude

  • Travel expectation = 20-25%

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.

Danaher Corporation and all Danaher Companies require all US and Puerto Rico employees to be vaccinated against COVID–19 as a condition of employment, subject to reasonable accommodation as required by law.

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. 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.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.

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