Become a part of a dedicated and highly successful Customer Operations Center (COpC) team!!! Our employees are passionate about their contributions because there is a direct connection to our customers, our internal partners and Agilent’s success.
We are searching for a Customer Service Supervisor to join the Americas Field Organization (AFO) Sales Order Management team!
Manages customer service personnel and provides leadership to the field sales/ support activities, business groups and/ or corporate organization in the area of sales admin, order fulfillment, support admin, global credit and risk management, collections, inventory management, proposal development and contracts development/negotiation/administration.
Plans, organizes, directs and controls the activities and staff required to provide solutions, consulting and controls to one or more defined business areas or processes.
Develops organizational strategies to align with those of our external customers/industries/markets and internal business partners.
Responsible for and measured on customer satisfaction goals.
Supervise and guide the day-to-day operations of the Sales Admin Order Management team.
Foster an empowered, collaborative, and accountable culture.
Provide coaching, mentoring, and performance management to team members.
Plan and manage employee training and development to build capability and engagement.
Oversee the accurate booking of instrument orders and ensure shipments meet customer timelines and requirements.
Collaborate with internal teams (e.g., Sales, CMG, Contracts, Credit & Collections) to resolve order-related issues and ensure seamless order processing.
Strive to exceed standards for customer satisfaction (ACX), service levels, and turnaround times for both order bookings and deliveries.
Maintain all process Business Fundamentals Targets (BFTs) and ensure adherence to compliance and quality standards.
Establish and uphold process controls to ensure operational excellence.
Interpret, administer, and execute organizational policies and procedures effectively.
Champion a Continuous Improvement (CI) mindset to identify and implement process efficiencies and innovations.
Drive changes that improve the effectiveness and efficiency of the organization in achieving business goals.
Act as a key liaison with internal and external stakeholders to meet organizational objectives.
Resolve conflicts arising within or escalated from the team, ensuring a positive work environment.
Lead team projects or initiatives to drive organizational success.
Assign tasks, direct, and monitor the work of team members to ensure goals are met.
Develop and execute tasks and procedures required to support tactical business plans.
Monitor and address resource requirements, employee schedules, and process changes to ensure smooth operations.
May require associate degree or higher education/specialized training/certification, or equivalent combination of education and experience.
Typically, minimum of 1-year experience formally or informally leading people, projects and/or programs for entry to this level.
Proven leadership experience, preferably in sales administration, order management, or customer operations.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and interpersonal abilities.
Experience driving a culture of innovation and continuous improvement.
Knowledge of compliance requirements and process controls.
Ability to work collaboratively with cross-functional teams and manage multiple priorities effectively.
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