Customer Operations Specialist

Job Description

• Ensure the highest level of quality service is rendered to customers by providing them accurate information, solving problems and serve in a variety of pre- and post-sales functions via calls and emails.
• Account management of quote to cash cycle, generation and conversion of quotes to orders where accuracy and responsiveness are critical
• Coordinate and responsible for end-to-end order management which includes order fulfilment, shipment coordination, 3rd party requisitions, returns and payment liaison with both internal and external stakeholders.
• Work closely with both internal and external stakeholders to fulfil customer orders in a timely and accurate manner, ensuring orders are align with Agilent's policies, processes and legal requirements.
• Ensure close follow-up of outstanding orders and issue with proactive communication to customers.
• Keeping up to date on sales discount and marketing, promotional programs and to administer these accordingly.
• Responsible for customer's journey and manage sensitive issues with poise and professionalism, escalate when necessary
• Provide support in business projects related to process improvement, customer experience, etc.
• Performing on miscellaneous duties and projects as assigned.
• Opportunities to be engaged in global and regional initiatives and projects, collaborating with other cross-functional teams within Agilent to achieve goals as needed.

Key Deliverables:

• Effective customer account management and deliver an exceptional customer experience
• To understand and resolve customers' concerns by applying appropriate skills and meet customers' requirements in an 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 Diploma, Business Management, Customer Service Operations, Supply chain management
• 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
• Experience in handling Letters of Credit, including document preparation, compliance checks, and coordination with banks for international trade transactions."
• Strong knowledge of Incoterms and their application in global supply chain and trade operations
• 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
• Ability to take initiative and ownership.
• Ability to work extended shift, when necessary, especially on the last few business days of the month.
• Detail-oriented and meticulous, with strong communication and analytical skills; demonstrates critical thinking, independence, and the ability to thrive in a fast-paced, high-pressure environment
• Possesses a growth mindset with a proactive approach to learning, continuous improvement, and adapting to new challenges in a dynamic work environment