Customer Operations Specialist

Job Description

Be the lynchpin in the team that propels Agilent forward. In our organization, where altitude is combined with critical thinking and tenacity, you will overcome headwinds with laser-focused determination. Hone your skills in Order management, Customer Relationship Management and Project Management.

Be the Go-To person that delivers Trusted Answers in a dynamic and forward-looking organization.

Primary Responsibilities: -

• Provides pre-sales and/or post-sales consulting to benefit Agilent customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, product changes or returns, accounts receivable collections, invoicing requirements, contract issues/administration or lease administration. 

• Manages and coordinates the end-to-end customer experience (from order to delivery to invoicing) by applying broad knowledge of customer situations, company processes, local laws, financial requirements, and international compliance requirements related to customer sales contracts and product shipment.

• Resolves customer service issues for complex, multi-country or multi-regional accounts. Acts as a liaison between customers and appropriate internal organizations such as sales, manufacturing, logistics and service delivery to resolve customer inquiries. Influences changes to production and/or shipping schedules and price changes.

• May identify and follow up on business opportunities.

Key Deliverables: -

• To understand and resolve customers’ concerns by applying appropriate skills and meet customers requirement in effective way.

• Timely response to internal and external customers’ enquiries and emails.

• Accurate and timely processing of orders within turnaround time.

• Ensure every order is always compliant to Agilent’s policies and processes.

• Prompt follow-up on order management to ensure revenue recognition.

• Keeping customers informed about order status.

• Maintaining post order entry responsibilities using control related reporting to ensure compliance.

• Consistent contribution to achieve department key performance indicators.

• Maintain amicable work atmosphere by communicating and acting in a collaborative manner with stakeholders to resolve customer issues and deliver trusted answers.

Qualifications

• Bachelors or Master or University Degree, or a combination of educations and equivalent experience in customer service operations.

• Excellent communication skills, both written and verbal in English and Korean language as it is required for supporting Korean Customer Market.

• Proficiency in MS Office – Word, Excel, PowerPoint.

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

• Prior experience in Customer Order reviewing/processing/management preferred

• 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.

• Excellent phone skills with capability to handle high call volumes.

• 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 on/when necessary, especially on the last few business days of the month.

The above duties and responsibilities are intended to describe the general nature of working being done by this position.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position.  Other duties may be assigned, as business needs dictate.

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please contact +1-262-754-5030 email job_posting@agilent.com. EOE AA M/F/Vet/Disability/Sexual Orientation/Gender Identity.

For more information about equal employment opportunity protections, please see all of our notices for EEO below.
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf,
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

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