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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:
- Booking of assigned orders
- Order management
- Customer service and call handling
- Manage blocked orders
- 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.
- 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:
- Booking and order management of orders in accordance with Order Acceptance Policies and Service Level Agreement
- Daily follow up with Logistics to assure timely delivery, escalate overdue orders or missing parts
- Customer and partner calls-handling through the IVR (within the established SLAs).
- Guarantee and guard compliance (Order acceptance policy and updating of Business/Audit control reports)
- Meeting targets for Shipped Not Invoiced or delivery blocked orders to ensure timely invoicing, on time deliveries and revenue maximization.
- Keep customers advised about their order status – measured through ACX (Agilent Customer Experience Survey): Ease of Placing Order and Ease of Tracking Order
- Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
REQUIREMENTS
Qualifications:
- Require some higher education or specialized training/certification, or equivalent combination of education and experience.
- Language skills: Fluent English and German. Additional French would be a plus.
- Strong Customer Focus and Customer centric mind-set
- Strong Interpersonal and communication skills
- Cross function/team collaboration skills – ability to work in a team
- Ability to multi-task, prioritize, and manage time effectively and improve efficiency
- Innovative mindset, always seeking to improve the job and provide solution-oriented feedback
- Ability to Work Under Pressure / Positively manage stress that is typical in a customer service environment