Description
Are you passionate about customer experience and ready to delight our customers and want to work for Agilent Technologies?
We are looking for a proactive and motivated Customer Service Representative for the DACH market who will be part of a fast paced, diverse work environment where you take ownership of your work while collaborating closely with internal and external customers. This is a job position that requires excellent communication and organization skills.
Located in the city center, the Barcelona office is home to a variety of local and international functions. One of the Key functions in Barcelona is the Customer Operations Center handling quotes, order processing, invoicing and deliveries for Europe.
Agilent Spain has been ranked as a top workplace and received the Great Place to work certification. This recognition is awarded to those organizations dedicated to encouraging an inclusive and quality work environment for all and demonstrates 30 years of research to quantify the current state of your workplace culture and show you how it compares to the best in the world.
Your primary responsibilities will be:
1. Booking of assigned orders
2. Order management
3. Customer service and call handling
4. Manage blocked orders
5. Resolve issues throughout the quote to cash cycle. A clear set of priorities and expectations for the job and the company provide a framework for you to innovate new ways of meeting customer needs.
6. The Customer Service Coordinator is a key role who will interface with customers Account Managers (AM), Sales Agents, factory/Logistic Centre and the country Contact Centers to communicate and deliver information.
Your key deliverables:
7. Booking and order management of orders in accordance with Order Acceptance Policies and Service Level Agreement
8. Daily follow up with Logistics to assure timely delivery, escalate overdue orders or missing parts
9. Customer and partner calls-handling through the IVR (within the established SLAs).
10. Guarantee and guard compliance (Order acceptance policy and updating of Business/Audit control reports)
11. Meeting targets for Shipped Not Invoiced or delivery blocked orders to ensure timely invoicing, on time deliveries and revenue maximization.
12. Keep customers advised about their order status – measured through ACX (Agilent Customer Experience Survey): Ease of Placing Order and Ease of Tracking Order
13. Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Qualifications
Require some higher education or specialized training/certification, or equivalent combination of education and experience.
14. Language skills: Fluent English and German. Additional French would be a plus.
15. Strong Customer Focus and Customer centric mind-set
16. Strong Interpersonal and communication skills
17. Cross function/team collaboration skills – ability to work in a team
18. Ability to multi-task, prioritize, and manage time effectively and improve efficiency
19. Innovative mindset, always seeking to improve the job and provide solution-oriented feedback
20. Ability to Work Under Pressure / Positively manage stress that is typical in a customer service environment
Agilent offers a competitive compensation and benefits package, as well as core global benefits to all staff - but in addition to these, the Spanish business offers:
21. Agilent Result Bonus
22. Stock Purchase Plan
23. Health insurance
24. Life/Death insurance
25. Internal and external training opportunities
26. Lunch vouchers
27. 24 days of vacation plus bank holidays
28. Gym Funding
29. Hybrid working schedule: Mondays and Fridays Home Office and Tuesday to Thursday in the Office
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 trusted answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at .
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: 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:
Day
Duration:
No End Date
Job Function:
Customer Service