Director, Customer Service EMEA
3 days ago
Barcelona
Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Cepheid, 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. At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us to develop groundbreaking solutions for the world’s most complex health challenges. Together, we bring MORE change to the world. Learn about the Danaher Business System which makes everything possible. The Director, Customer Service EMEA is a strategic leadership role responsible for managing a multi-country team focused on Order Management and related customer service functions. The role ensures operational excellence, customer satisfaction, and alignment with EMEA Commercial Operations’ strategic and revenue goals. The position reports to the VP of Sales Operations and Effectiveness EMEA. The role is based in Barcelona, Spain. In this role, you will: • Lead and Develop Teams: Set goals, coach, and manage performance, fostering a culture of accountability, collaboration, and continuous improvement. Support organizational continuity by fostering adaptability, cross-training with peers and ensuring reliable backup coverage to maintain seamless operations., • Order Management Excellence and Customer Issue Resolution: Oversee end-to-end order lifecycle, including processing, disputes, backlog management, allocation, and coordination with logistics to ensure On-Time Delivery (OTD) targets are met., • Process Optimization & Compliance: Implement and maintain standard operating procedures for customer service. Ensure compliance with internal policies and external regulations., • Strategic Initiatives: Identify and execute continuous improvement projects to enhance customer experience, operational efficiency, and scalability across EMEA. Proactively identify potential bottlenecks or delays in initiatives, define solutions and drive efforts to ensure deliverables stay on schedule, • Digital & EDI Platform Management: Ensure accurate and efficient invoice management through EDI platforms and government portals. Drive adoption of digital tools for order and invoice processing., • Reporting & Analytics: In partnership with leadership, translate strategy into measurable plan, goals and KPI bowler. Regularly prepare and present performance metrics, KPIs, and improvement plans to senior leadership. The essential requirements of the job include: • Bachelor’s degree with 14+ years of experience or Master’s/Doctoral degree with 12+ years of experience., • 8+ years managing people., • Proven experience in Customer Service leadership roles within a complex, multi-country environment., • Strong understanding of Order Management processes, ERP systems (SAP preferred), and CRM tools (SFDC)., • Strong analytical and problem-solving skills with a data-driven approach., • Fluency in English; additional European languages are a plus., • Results and goals oriented. It would be a plus if you also possess previous experience in: • Ability to lead, develop, and motivate teams across diverse geographies., • Excellent cross-functional leadership and stakeholder management skills., • Familiarity with continuous improvement methodologies. Travel requirements: up to 30% per month. 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. For more information, visit ___.
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