Customer Service Manager

Bring more to life.

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

At Cytiva, 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.

Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. Take your next step to an altogether life-changing career.

Learn about the Danaher Business System which makes everything possible.

The Customer Service Manager is responsible for Leading key operational activities within the LATAM region, ensuring the effective delivery of OTR KPIs and providing first‑level team support. This position plays a central role in developing internal talent, driving process simplification, and strengthening cross-functional relationships to meet customer and business requirements.  The role oversees end‑to‑end order management, ensures compliance with company policies, and maintains accurate forecasting while partnering closely with Global Planners and internal stakeholders to address supply constraints. It also contributes to strategic business initiatives by monitoring performance versus plan, supporting commercial forecasts. Role drives projects in collaboration with IT, Logistics, and Process Excellence, supports ERP design for LATAM needs. It ensures alignment with internal policies, collaborating with global teams to define future-state processes for the region.

This position reports to the Sr Customer Service Manager and is part of the LATAM Operations located in São Paulo and will be an on-site role. 

What you will do:

• Lead Operational Performance & KPI Delivery
  Oversee daily customer service operations, ensuring consistent delivery of key KPIs and high service levels across the LATAM region.
• Team Leadership, Coaching & Talent Development
  Provide guidance, coaching, and performance support to the OTR team, fostering internal talent development and acting as the primary escalation point.
• Customer Relationship & Order Management Oversight
  Ensure accurate and compliant order processing, timely responses to customer inquiries, and strong relationships with customers and internal stakeholders.
• Cross‑Functional Collaboration & Stakeholder Management
  Build and maintain strong partnerships with Commercial, Finance, Global Planners, Supply Chain, Logistics, IT, and Global Process Excellence teams to enable operational effectiveness.
• Continuous Improvement & Process Optimization
  Drive simplification initiatives, identify process and quality gaps, propose solutions, and lead improvement projects to enhance operational efficiency.
• Business Insights, Forecasting & Performance Monitoring
  Manage and analyze forecast and operational reports, lead Sales Tracker discussions, support commercial teams with insights, and help anticipate and mitigate risks.
• Governance, Compliance & Policy Alignment
  Ensure adherence to internal policies, assess operational impacts across the region, supporting strategic operational decisions.

Who you are:

Bachelor’s degree in Business Administration, Foreign Trade, Supply Chain, or related field.

• 3+ years of experience in customer service, order management,  operations in a multinational environment.
• 2+ years of people leadership experience, including coaching, performance management, and team development.
• Ability to develop strong relationships with customers, sales, managers, and peers;
• Experience with ERP systems (Oracle, or equivalent), BI Tools, CRM Sales Force
• Excel and analytical skills for reporting, forecasting, and performance tracking.
• Fluent English and Spanish (spoken and written).

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• Flexible to travel across the country and abroad based on business needs

Cytiva, 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.

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.