Customer Operations Specialist

Overview

Join to apply for the Customer Operations Specialist role at Agilent Technologies .

Be the lynchpin in the team that propels Agilent forward. Hone your skills in Account Management, Customer Relationship Management and Project Management. Be the Go-To person that delivers trusted answers in a dynamic and forward-looking organization, making a difference in the lives of millions of people through your work at Agilent.

• Ensure the highest level of quality service is rendered to customers by providing accurate information, solving problems and serving 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 be responsible for end-to-end order management including order fulfillment, shipment coordination, 3rd party requisitions, returns and payment liaison with internal and external stakeholders.
• Work closely with internal and external stakeholders to fulfill customer orders in a timely and accurate manner, ensuring orders are aligned with Agilent’s policies, processes and legal requirements.
• Ensure close follow-up of outstanding orders and communicate proactively with customers regarding issues.
• Keep up to date on sales discounts and marketing, promotional programs and administer these accordingly.
• Manage the customer journey and sensitive issues with poise and professionalism; escalate when necessary.
• Provide support in business projects related to process improvement, customer experience, etc.
• Engage in global and regional initiatives and projects, collaborating with cross-functional teams within Agilent to achieve goals as needed.

• Effective customer account management and delivery of an exceptional customer experience.
• Understand and resolve customers’ concerns by applying appropriate skills to meet their requirements.
• Timely response to internal and external customers’ enquiries and emails.
• Accurate and timely processing of orders within turnaround time.
• Ensure every order complies with Agilent’s policies and processes.
• Prompt follow-up on order management to ensure revenue recognition.
• Keep customers informed about order status.
• Maintain post-order entry responsibilities using control-related reporting to ensure compliance.
• Contribute to department KPIs through consistent performance.
• Maintain a collaborative work environment with stakeholders to resolve customer issues and deliver trusted answers.

• Bachelor’s or Master’s degree, or equivalent experience in customer service operations.
• Excellent written and verbal English communication skills (country-specific as required).
• Proficiency in MS Office – Word, Excel, PowerPoint.
• Knowledge of SAP or similar ERP system is preferred but not mandatory.
• Ability to work in a fast-paced, culturally diverse environment and prioritize among competing tasks.
• Customer-centric mindset with business acumen preferred.
• Goal-oriented and self-driven with the ability to motivate others to meet objectives.
• Ability to manage multiple projects while maintaining daily responsibilities.
• Excellent phone skills with the ability to handle high call volumes.
• Strong team player with the ability to collaborate across cross-functional teams.
• Attention to detail with the ability to process orders accurately and efficiently.
• Proactive problem-solving with sound decision-making and escalation management.
• Comfortable with technology and IT tools, with a mindset to digitalize processes.
• Proactive, curious to learn, with the ability to take initiative and ownership.
• Ability to work extended shifts when necessary, especially near month-end.
• Working hours align with the respective time zone, depending on the country supported.

The above duties and responsibilities describe the general nature of the work and are not intended to be an exhaustive list. Other duties may be assigned as needed.

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. All individuals are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, race, religion, color, gender identity, national origin, disability, or any other protected status.

Travel Required: No | Shift: Day | Employment type: Full-time | Job Function: Customer Service