Job DescriptionResponds to and /or provides assistance to Agilent internal customers in areas such as product/service order fulfillment processes, customer service requests such as account management, customer operations center requests, accounts receivable, collections, invoicing, contract, Tax enablement, Quota credit department and territory tax representatives to handle a variety of pre-sales or post-sales service functions. Resolves problems by applying established policies, procedures and tactics.
The candidate will be working with in the CMG team to support WW regions like AFO, India, EMEA, SAJK region with responsibility of managing & monitoring internal/ external customer requests in pre-defined timeline. Operational work is related to validation & authentication of requested companies/customers/resellers, distributors as per the Customer Master Governance standards worldwide and driving the SLAs.
Monitors processes and the effectiveness of business controls and recommends improvements. Ensures proper control, recording and classification of transactions. Uses account governance systems and tools to input data, generate reports, conduct specialized research projects and respond to inquiries. Interfaces with sales support, customer service and order management teams to verify accounts.
Responsible for analysis and evaluation of user business problems and development of business system or process recommendations to meet stakeholders’ requirements, including assessment, evaluation of business requirements, and implementation of systems/processes.
Job Profile Description:
- Managing queries for internal/ external customer operational & governance request with quality in pre-defined timeline and drive the team discipline and operations guidelines.
- Communicating and coordinating with partners proactively
- Proficiency in written & verbal to ensure partner & team communication
- Driving SLAs, Quality & TAT timelines amongst team members and reporting dashboards.
- Bring inconsistencies and problems to the attention of the management proactively.
- Work with other teams in coordination for customer data management, information management, collaboration with credit evaluation, taxes and compliance teams.
- Knowledge of Agilent customer journey, Upstream & downstream processes is mandatory.
- Able to adjust to rotational work environment and flexible in shift coverage for all regions. Single POC for different regions like AFO, India and EMEA, Japan , SAPK in Hub team
- Will be responsible for maintaining, enhancing, and enforcing the discipline required for maintaining integrity of the process.
- Strong knowledge of SAP ECC, Mendix, SFDC, CMG web tool, SAP CRM, T-codes, lookup tool, MS Office tools, Power BI is required for this role.
- May serve as business liaison to IT. This role may involve a significant amount of project management & participation in initiatives.
- Project management responsibilities include managing internal non-technical business projects from initiation through completion.
- Handle staffing coverage, dashboard reporting, quality audits and updates discussion, issue resolution and delivery of results.
- Keeps management informed of progress, key issues and changes which may impact the business.
- Proactive, high performer, able to work independently, process & system expertise, able to comprehend communication, high on Inter -personal skills, flexible in shift hours, collaborative, result oriented person should apply for this role.
QualificationsMandatory Requirement:
- Bachelor's or Master's Degree or equivalent.
Post-graduate, certification and/or license may be required. - Critical thinker, good analytical skills, Strong customer-focus, excellent communication skills & Data-driven approach.
- Problem-solving & decision-making abilities to support the internal partner in order to achieve their goals.
- Hands on experience in SAP CRM, Mendix Web tool, SAP ECC T-codes, Google Geo-mapping search engine. Technical MS Office knowledge is additional advantage.
- Excellent verbal/written communication skills, as would need to engage with team and internal partners to understand their requirement.
- Flexible rotational Shift schedule afternoon or Evening as per business need
- Experience – 7-10 years, preferred prior work experience in customer Operations & master data
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 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.
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: https://careers.agilent.com/locationsAgilent 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: Administration
