Supervisor, Customer Service

For over 50 years, **SCIEX** has been developing groundbreaking technologies and solutions in mass spectrometry and capillary electrophoresis. Our products enable our customers to quickly respond to environmental hazards, better understand biomarkers relevant to disease, improve patient care in the clinic, bring relevant drugs to market faster and keep food healthier and safer. At SCIEX, you’ll find a rewarding role that amplifies your impact on the world and helps you realize life’s potential.

**SCIEX** is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

Learn about the Danaher Business System which makes everything possible.

Are you looking to expand your knowledge and experience in stretching your leadership skills? If you have a dynamic and driven personality to get things done, then we have an exciting opportunity to support Customer Service activities. We’re looking to find someone that has a strong self-motivation and multifaceted customer service experience showcasing ability to think critically, be flexible, and excel in different functions as business requires, and collaborate with cross-functional groups to support the company’s financial goals and correlated Customer Service teams based in California.

The **Supervisor, Customer Service **is responsible to facilitate day-to-day order management activities to ensure Customer Service teams meet and exceed world-class service levels, customer experience, support for Sales / Service, and ensuring execution of timely and compliant revenue targets across Customer Service functions.

This position is part of the Customer Service team and will be **ONSITE** at our facility in Concord, Canada. This is a an in-person supervisory role.

**In this role, you will have the opportunity to**:

- Ensure high performance order management teams in Canada and standard work alignment with California based Customer Service teams.
- Onsite lead for correlated Customer Service associates supporting Field Service and Service Contracts administration, engage, and coach team members, including mentoring for skill development.
- Contribute to overall team performance on order management processes with metric driven KPIs, orders and revenue year over year growth.
- Manage complex tasks, problem-solve,.and meet deadlines for compliance required trainings and development.
- Represent Customer Service by attending and/or facilitating meetings, trainings, and workshops to collaborate for better improvements,
- Ensures the creation and ongoing maintenance of SOPs, guidelines, processes, workflow charts/maps and training.

**The essential requirements of the job include**:

- Bachelor’s or Associates degree OR 3+ years of customer service, order management and/or sales administration experience with general understanding of SOX and other revenue recognition guidelines
- 1+ years of supervisory experience in Customer Service leadership roles
- 1+ years experience in government contracts drafting and redlining, and negotiating various commercial contracts

**Travel Requirements**:

- This position requires up to 10% travel, which may include overnight stays. Travel will primarily be domestic but may occasionally be international.

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

- Experience in the government contracts in the medical device or healthcare industry

The annual salary range for this role is _$80,000-$90,000_. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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