Job Description

Provides leadership for customer operation specialists in order fulfilment, quota credit, collections and contracts.
Accountable for ensuring strong compliance to SOX/ISO regulations and Agilent Standards of Business Conduct.
Executes Strategic Intent and implementation of the organization/ business strategic plan. Works closely with Global Functions to ensure strong alignment and delivery to meet regional strategies. Direct design, development, and implementation of organization programs.
Leads the Organization to meet the high standards expected related to Customer Satisfaction/ACX, Employee Satisfaction/LS, Service Level Agreement/Turn Around Times, and responsiveness to inquiries, operational and financial metrics and upholding policies & procedures. Drives a culture of collaboration, focus and customer intimacy.
Plans, organizes, directs and controls the activities and resources required to provide innovative business solutions to the defined businesses partners and customers. Builds a culture of innovation and drives changes that improve the effectiveness and efficiency of the organization to meet customer and business goals.
Responsible for upholding and driving Agilent's culture & core values to build a sense of community within the operation and partner organizations.
Executes plans to ensure the organization has the individual and overall capabilities meet future operational needs and builds a culture where employees are engaged & committed.
Collaborates with Business Partners in Finance, Order Fulfillment, Sales and other functions to solve problems and provide efficient and streamlined best-in-class service to Agilent's customer.
Ensures progressive expansion of the organization's scalability and steady productivity gains.

Qualifications

Bachelors or Master Degree or University Degree or equivalent plus demonstrated industry experience integrating the resources of several complex departments or functions
Typically has 5 years of managerial experience
Demonstrated ability to lead and transform multi-national organization, build motivated and engaged teams, and sustaining a positive work culture
Experience in setting a clear and aligned organizational vision
Demonstrated ability to define and execute strategic plans
Established track record to define and implement strategies and programs that benefit your area of expertise
Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution
Experience working in an audit environment governed by SOX, ISO, and other audit regulations
Proven ability to lead large teams and ensure operational excellence across the entire organization
Customer Services/Operations experience preferred
WW or strong Regional experience preferred
Excellent verbal and written communication skills
Experience to manage a multi-national team

Attributes:

Strong in conflict / confrontational management
Self-drive display urgency
Tenacious
Strong inter-personal skills Balance between being empathetic and getting things done
Clear, impactful communication
Team / Talent development and management - Build a diverse team with the critical skills for current and future business needs
Encourage strategic thinking, innovation and action from team
Proficient in software (Microsoft suite, Power BI, Generative AI) with the ability to build insightful dashboards & reports, automate workflows and support data-driven decision making.

Customer Service Manager