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 trusted answers and insights they seek so they can do what they do best: improve the world around us.
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 organizations dedicated to encouraging an inclusive and quality work environment for all.
Are you passionate about customer experience and ready to delight our customers? 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 position requires excellent communication and organizational skills.
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.
The Customer Service Coordinator 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 compliance with Order acceptance policy and updating of Business/Audit control reports
Meeting targets for Shipped Not Invoiced or delivery blocked orders to ensure timely invoicing and on-time deliveries.
Keep customers advised about their order status measured through ACX (Agilent Customer Experience Survey).
Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Qualifications
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 mindset
Strong Interpersonal and communication skills
Cross-function/team collaboration skills
Ability to multi-task, prioritize, and manage time effectively
Innovative mindset, always seeking to improve the job and provide solution-oriented feedback
Ability to work under pressure
Agilent offers a competitive compensation and benefits package, as well as core global benefits to all staff. In addition to these, the Spanish business offers:
Agilent Result Bonus
Stock Purchase Plan
Health insurance
Life/Death insurance
Internal and external training opportunities
Lunch vouchers
24 days of vacation plus bank holidays
Gym Funding
Hybrid working schedule: Mondays and Fridays Home Office and Tuesday to Thursday in the Office
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
Schedule: Full time
Shift: Not specified
Duration: No End Date
Job Function: Customer Service
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