Customer Service Representative

Senior Customer Care Specialist

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

At Leica Biosystems, one of Danaher's 15+ operating companies, our work saves livesand 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 Leica Biosystems, we're not just shaping the future of cancer diagnostics we're transforming lives. Our mission of "Advancing Cancer Diagnostics, Improving Lives" is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you're not just taking a job; you're becoming part of a passionate team that knows every moment matters when it comes to cancer. You'll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you'll be inspired each day to stretch, grow, and make an impact.

The Senior Customer Care Specialist is responsible for managing complex order-to-invoice activities and customer issues across the order lifecycle. The role serves as a key link between customers, Logistics and internal stakeholders, ensuring timely order fulfilment, accurate billing and effective resolution of invoicing, returns, delivery block and escalation issues. Leveraging strong SAP/ERP knowledge and established procedures, the role drives issue resolution, supports continuous improvement initiatives, and provides guidance to new and junior team members while maintaining a high standard of customer experience and operational excellence.

This position reports to a Customer Care Supervisor and is part of the Global Customer Care Centre of Excellence located in Deer Park, IL, and will be an on-site role.

In this role, you will have the opportunity to:

• Order-to-Invoice Execution, responsible for managing complex order-to-invoice activities across consumables, instruments and rental orders, ensuring accurate order processing, invoicing, delivery block resolution and compliance with established procedures. Investigates invoicing discrepancies, billing issues, returns and credit-related transactions while maintaining complete and auditable documentation.
• Customer, Logistics and Cross-Functional Coordination, acts as a key operational link between customers, Logistics and internal stakeholders to ensure timely order fulfilment, issue resolution and customer satisfaction. Collaborates across Supply Chain, Warehousing, Finance, Commercial and Installation teams to resolve order, shipment and invoicing challenges and escalate customer-impacting issues when required.
• Inventory and Fulfilment Support, supports, inventory visibility and fulfilment activities by maintaining accurate records, monitoring order and shipment status, and following up on open orders and fulfilment exceptions. Helps identify fulfilment risks, ageing orders and process gaps to support timely customer deliveries and operational efficiency.
• Issue Investigation, Returns and Escalation Support, investigates customer complaints, invoicing issues, delivery blocks, returns and other order-related challenges, using established procedures and SAP/ERP data to drive resolution. Ensures appropriate escalation, documentation, compliance and audit readiness for all customer-impacting issues.
• Training, Standard Work and Team Contribution, provides informal guidance and process support to new and junior employees while promoting adherence to standard work, SAP/ERP best practices and customer care procedures. Contributes to daily management, DBS continuous improvement activities and process enhancements while demonstrating accountability, adaptability and a strong customer focus.

The essential requirements of the job include:

• Multiple years of customer service experience (35+) preferably in customer care or customer facing role
• High school diploma required; Associate or Bachelor's degree preferred.
• Hands-on experience with SAP or another ERP for order management and invoicing,
• Ability to investigate order, invoicing, delivery block, return and escalation issues and follow through to resolution.
• Strong communication, organization, problem-solving, attention to detail

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• Ability to work an on-site, flexible shift schedule in Deer Park, IL.
• Travel: up to 5% for training or team meetings.

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

• Experience in Life Sciences, Medical Devices, or Diagnostics industry with an understanding of regulatory requirements
• Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies
• Proficiency in English, additional languages

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.