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.
Information about Agilent is available at www.Agilent.Com.
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.
Position Overview
Agilent Spain has been ranked as a top workplace and received the Great Place to Work certification.
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.
Responsibilities
Your primary responsibilities will include:
Booking of assigned ordersOrder managementCustomer service and call handlingManage blocked ordersResolve 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.
Key Deliverables
Your key deliverables include:
Booking and order management of orders in accordance with Order Acceptance Policies and Service Level AgreementDaily follow-up with Logistics to assure timely delivery, escalate overdue orders or missing partsCustomer and partner call 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 maximizationKeep customers advised about their order status – measured through ACX (Agilent Customer Experience Survey): Ease of Placing Order and Ease of Tracking OrderHandle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
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