Customer Operations Specialist

Job Description

• Coordinate and responsible for end-to-end Service Contracts Management, which includes quotation creation, contracts activations and invoice management.

• Ensure prompt and accurate activation, renewal and billings to customer per contract terms

• Modifies quotations according to terms agreed under deals when deemed necessary.

• Perform relevant document checks ensuring alignment with Agilent’s policies, processes and legal requirements

• Responsible for managing Service Orders in CRM, triggering invoicing in a timely manner

• Timely follow up with Customer Service Organization for any incomplete documentation

• Works closely with other business partners to support change requests, with proactive communication to customers and provide problem resolutions

• Manage customer’s queries with care via telephony system and email, understand customer needs and take ownership for customer satisfaction.

• Responsible for customer’s journey and manage sensitive issues with poise and professionalism, escalate when necessary

• Maintains completeness and integrity of service contract data in the CRM system

• Timely archival of order packages in CRM system

• Provide support in business projects related to process improvement, customer experience, etc.

• Opportunities to be engaged in global and regional initiatives and projects, collaborating with other cross functional teams within Agilent to achieve goals as needed.

• Performing on miscellaneous duties and projects as assigned.

Qualifications

• Diploma or University Degree in Business Management, Business Administration or any other related field and equivalent experience in customer service operations.

• Excellent communication skills, both written and verbal in English (and country specific as required)

• Proficiency in MS Office – Word, Excel, PowerPoint

• Knowledge in SAP or similar ERP system is preferred but not mandatory

• The ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasks

• Equipped with business acumen preferred, with customer centric mindset

• Goal oriented and self-driven who can focus and motivate others to meet business objectives

• Ability to handle multiple projects and still maintain daily responsibilities.

• Good team player who can cooperate cohesively within the team and with cross functional teams

• Fast and meticulous attention to details worker who can handle orders accurately and efficiently.

• Proactive and experienced problem solver who can make sound decisions, manage escalation and deal with strong personalities effectively.

• Comfortable with technology and IT tools, with keen eye to digitalize work processes

• Employing a proactive approach, a curiosity to learn, and the ability to take initiative and ownership.

• Ability to work extended shift when necessary, especially on the last few business days of the month.

Additional Details

This job has a full time weekly schedule.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service