Customer Service Specialist CMG

Job 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 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.
Responds 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.
Discipline:

The candidate will be working with in the CMG team to support AFO and EMEA region with responsibility of handling internal/ external customer request 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.

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.

Job Description:

• Handling internal/ external customer operational request with quality in pre-defined timeline and follow the team discipline and operations guidelines.
• Communicating and coordinating with internal partner as necessary
• Proficiency in written & verbal to ensure partner communication
• Transactions tickets processing while meeting strict TAT timelines
• Bring inconsistencies and problems to the attention of the management.
• Work with other teams in coordination for customer data governance, master data management, banking information management, collaboration with credit evaluation, taxes and compliance.
• Authorized for creation and maintenance of customer master data
• Able to adjust to rotational work environment and flexible in shift coverage
• Flexible for different regions like AFO, India and EMEA depending on business needs
• Will be responsible for maintaining, enhancing, and enforcing the discipline required for maintaining integrity of the process.

Mandatory Requirement:

• Critical thinker, good analytical skills, Strong customer-focus & 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 internal partners to understand their requirement.
• Experienced working in a multi-cultural, global environment.
• Strong portfolio, excellent attitude and a good team player
• Delivery oriented and able to work independently under strict deadlines. Knowledge of processes & documentation.
• Flexible rotational Shift schedule
• Experience - 4-6 years, preferred prior work experience in Operations & master data

Qualifications

Mandatory Requirement:

• Graduate in any discipline.
• 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 internal partners to understand their requirement.
• Experienced working in a multi-cultural, global environment.
• Strong portfolio, excellent attitude and a good team player
• Delivery oriented and able to work independently under strict deadlines.
• Flexible rotational Shift schedule
• Experience - 4-6 years, preferred prior work experience in Operations & service

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: NoShift: DayDuration: No End DateJob Function: Customer Service