Job DescriptionEnsure 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 criticalCoordinate 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 necessaryProvide 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 experienceTo 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 emailsAccurate and timely processing of orders within turnaround timeEnsure every order is always compliant to Agilent's policies and processesPrompt follow-up on order management to ensure revenue recognitionKeeping customers informed about order status.Maintaining post order entry responsibilities using control-related reporting to ensure complianceConsistent contribution to achieve department key performance indicatorsMaintain amicable work atmosphere by communicating and acting in a collaborative manner with stakeholders to resolve customer issues and deliver trusted answersQualificationsBachelors or Master or University Degree or Diploma, Business Management, Customer Service Operations, Supply chain managementExcellent communication skills, both written and verbal in English (and country specific as required)Proficiency in MS Office – Word, Excel, PowerPointKnowledge in SAP or similar ERP system is preferred but not mandatoryThe ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasksEquipped with business acumen preferred, with customer centric mindsetGoal oriented and self-driven who can focus and motivate others to meet business objectivesExperience 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 operationsExcellent phone skills with capability to handle high call volumes.Good team player who can cooperate cohesively within the team and with cross functional teamsFast 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 processesAbility 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 environmentPossesses a growth mindset with a proactive approach to learning, continuous improvement, and adapting to new challenges in a dynamic work environmentAdditional DetailsThis 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/locationsAgilent 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: NoShift: DayDuration: No End DateJob Function: Customer Service
