Remote US
Job Description
- Manages and coordinates the end-to-end customer experience (from order to installation) 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.
- Responsible for all order management activities including quotes, order entry, order management, and invoicing, accounts receivables collections, returns, contract issues, with the goal to help generate orders and revenue based on current policies, procedures and guidelines and to facilitate implementation of department and corporate goal as communicated. Acts as liaison between customers and appropriate internal organizations such as sales, manufacturing, logistics and service delivery to resolve customer inquiries. Responsible for logging on according to schedule and meeting or exceeding department expectations for call handling to include time available, quality and quantity of calls and effective management of wrap-up time. Demonstrate a Continuous Improvement mindset by offering suggestions to improve processes.
- Works on customer service assignments with clearly defined objectives. Solves problems of limited scope and complexity. Takes ownership of customers' issues and resolutions for multi-regional customer accounts. Establishes and maintains effective communication with sales representative and external customers. Ensures highest level of customer service and customer satisfaction. Performs routine administrative customer service duties using prescribed procedures. Responsible for thorough, timely and accurate documentation of actions taken on customer accounts, for archiving work timely and completely and for managing order backlogs consistent with guidelines and directions received from management.
- Any additional related responsibilities as assigned by team supervisor and/or manager.
Start Date: May 1
Salary: The posted range reflects the full budget approved for this role. The expected hiring range for this position is $22–$24, based on scope and experience
Shift Hours: 8:30 AM to 5:00 PM PST Mon - Fri | This role follows a Hybrid work schedule. Agilent’s Hybrid model consists of up to 2 days (Monday and Friday) working remotely and 3 days (Tuesday, Wednesday, and Thursday) on site.
Qualifications
- High School graduate or equivalent required, bachelor’s degree preferred, or a similar combination of education and experience.
- 2+ years of experience in a customer service role.
- Intermediate PC skills required; able to work in multiple systems concurrently and using multiple monitors.
- Strong written and verbal communication skills, attention to detail, accuracy and quality. Organized skills, time management skills, and ability to multi-task.
- Strong interest in working directly with customers.
Knowledge & Skills Abilities
- Proficient in the basic use of PCs including Microsoft Office, and Internet Explorer, and strong typing skills.
- Knowledge in CRM and SAP a plus.
- Highly developed dedication to customer happiness by maintaining composure and a positive demeanor during difficult times.
- Customer call experience preferred.
- Ability to apply critical thinking skills to efficiently problem-solve customer issues via telephone, chat, and email.
