Global Customer Service Leader

Bring more to life.

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

At Pall Corporation, 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.

As a global leader in high-tech filtration, separation, and purification, Pall Corporation thrives on helping our customers solve their toughest challenges. Our products serve diverse, global customer needs across a wide range of applications to advance health, safety and environmentally responsible technologies. From airplane engines to hydraulic systems, scotch to smartphones, OLED screens to paper—everyday Pall is there, helping protect critical operating assets, improve product quality, minimize emissions and waste, and safeguard health. For the exponentially curious, Pall is a place where you can thrive and amplify your impact on the world. Find what drives you on a team with a more than 75-year history of discovery, determination, and innovation.

Learn about the Danaher Business System which makes everything possible.

The Global Customer Service Leader is responsible for delivering high customer satisfaction across the full order-to-delivery lifecycle, and for driving key strategic service transformation initiatives to elevate efficiency and consistency. The individual leads a geographically dispersed team and partners cross-functionally to optimize and standardize global processes (including expanding shared service operations) for order placement, order status, returns, e-commerce engagement, and escalation management.

This position reports to the VP DBS, Global and is part of the Customer Service Team located in Petaling Jaya, Malaysia and will be an on-site role.

In this role, you will have the opportunity to:

• Provides global leadership to Customer Service Team Lead Supervisors and 100+ Customer Service Representatives overseeing Order-to-Cash activity across phone, email, and e-commerce channels, accountability for service performance, KPI attainment, SLA adherence, reporting, and continuous improvement. 
• Partner with customers, sales, operations, supply chain, and logistics to meet customer needs.
• Ensures global consistency in policy execution, compliance alignment, and customer service processes, driving standardization of practices worldwide.
• Leads strategic customer service transformation initiatives, including expanding the Kuala Lumpur shared services hub and implementing standardized global tools (e.g. Salesforce Service Cloud for case management, centralized Customer Master Data workflows).
• Drives effective change management for these initiatives – ensuring clear communication, training, and risk mitigation (e.g. addressing language coverage and time zone support) – so that customer experience is maintained throughout transitions.
• Champions process automation and data-driven improvements. Identifies opportunities to streamline workflows (e.g. RPA for routine order entry or case triage) and oversees global CS analytics/reporting to drive performance enhancement and accountability.

The essential requirements of the job include:

• Bachelor’s degree or relevant coursework and a minimum of 10 years of customer service leadership in a global business environment.
• Proven commitment to outstanding customer satisfaction.
• Strong problem-solving capability in high-volume, fast-paced, multi-tasking environments, demonstrated excellence in written and verbal communication.
• Exceptional leadership and communication skills, with the ability to lead organizational change across diverse regions while maintaining team engagement and customer focus.
• Ability to work cross-functionally with sales, operations, engineering, supply chain, shipping, and other partners.
• Proven track record in driving global process improvements or service transformations (e.g. establishing shared service centers, rolling out new CRM/case management systems) with effective change management.
• Ability to work flexible schedule to meet needs of supporting a global organization, especially in the evening.

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• Ability to travel up to 30%
   

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

• Experience with SAP or equivalent ERP systems.
• Data-driven mindset with experience defining and managing SLAs/KPIs and leveraging analytics to drive continuous improvement.
• Familiarity with modern CRM and customer support technologies (e.g. Salesforce Service Cloud, EDI platforms, automation/RPA tools).

Pall Corporation, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

#LI-SS3 #LI-Onsite

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 www.danaher.com.