Customer Service Admin

Job Description

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek — so they can do what they do best: improve the world around us.

About the role:

Responsible for interfacing with customers, logistics, manufacturing, and/or sales or service representatives to handle a variety of pre-sales or post-sales service functions. Responds to and /or assists Agilent trade customers and internal customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, contract issues/administration or lease administration. Candidate would be responsible for booking orders, managing web billing process, upselling or cross-selling products and/or processing quotes, and managing other sub-processes. Resolves problems by applying established policies, procedures, and tactics, takes the lead and holds people accountable where required, and can drive discussion for building solutions.
Technical Skills:

• Proficiency in using ERP Systems, such as SAP CRM/ ECC, to manage and process orders/Quotes and bookings effectively.
• Proficiency and knowledge of web billing portals and end to end processing of web billing requests.

Communication Skills:

• Excellent written and verbal communication to ensure clear and timely responses to customers and team members.
• Ability to articulate complex information in a simple and understandable manner.
• Respond to customer inquiries regarding billing issues, payment status, and account discrepancies via email, phone, and chat.

Problem-Solving Abilities:

• Strong critical thinking and problem-solving skills to handle unexpected issues and find efficient solutions.
• Ability to analyze data and make informed decisions to improve the overall process.

Attention to Detail:

• High level of accuracy and attention to detail to avoid errors in order processing and booking.
• Meticulous in following procedures and ensuring all necessary information is captured and processed correctly.

Time Management:

• Strong time management skills to handle multiple orders and bookings simultaneously without compromising on quality
• Ability to prioritize tasks and meet deadlines efficiently.

Adaptability and Learning Agility:

• Willingness to learn and adapt to new systems and processes as they evolve.
• Continuous improvement mindset to stay updated with industry trends and best practices.

Team Collaboration:

• Ability to work well within a team, collaborating with colleagues to achieve common goals.
• Open to feedback and willing to contribute to team discussions and problem-solving sessions.
• Having great interpersonal skills

Qualifications

Qualifications:

•    Graduate or Diploma in any discipline.
•    Minimum 2 years of hands-on experience in customer service.
•    2+ years of relevant experience in order management/back-office operations.
•    Proficiency in MS Office; experience with SAP or CRM tools preferred.
•    Strong communication skills (verbal and written).

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:

Evening

Duration:

No End Date

Job Function:

Customer Service