Job Description

Be the lynchpin in the team that propels Agilent forward. In our organization, where altitude is combined with critical thinking and tenacity, you will overcome headwinds with laser-focused determination. Hone your skills in Account Management, Customer Relationship Management and Project Management. Poise yourself for the next level of your career.

Be the Go-To person that delivers Trusted Answers in a dynamic and forward-looking organization. You will make a difference in the lives of millions of people through your work at Agilent.

Primary Responsibilities: -

Ensure the highest level of quality service is rendered to customers by providing them accurate information, solving problems and serve in a variety of pre and post sales functions via calls and emails.
Account management of quote to cash cycle, generation and conversion of quotes to orders where accuracy and responsiveness are critical
Coordinate and responsible for end-to-end order management which includes order fulfillment, shipment coordination, 3rd party requisitions, returns and payment liaison with both internal and external stakeholders.
Work closely with both internal and external stakeholders to fulfill customer orders in a timely and accurate manner, ensuring orders are align with Agilent's policies, processes and legal requirements.
Ensure close follow-up of outstanding orders and issue with proactive communication to customers.
Keeping up to date on sales discount and marketing, promotional programs and to administer these accordingly.
Responsible for customer's journey and manage sensitive issues with poise and professionalism, escalate when necessary
Provide support in business projects related to process improvement, customer experience, etc.
Performing on miscellaneous duties and projects as assigned.
Opportunities to be engaged in global and regional initiatives and projects, collaborating with other cross functional teams within Agilent to achieve goals as needed.

Key Deliverables: -

Effective customer account management and deliver an exceptional customer experience.
To understand and resolve customers concerns by applying appropriate skills and meet customers requirement in effective way.
Timely response to internal and external customers enquiries and emails.
Accurate and timely processing of orders within turnaround time.
Ensure every order is always compliant to Agilent's policies and processes.
Prompt follow-up on order management to ensure revenue recognition.
Keeping customers informed about order status.
Maintaining post order entry responsibilities using control related reporting to ensure compliance.
Consistent contribution to achieve department key performance indicators.
Maintain amicable work atmosphere by communicating and acting in a collaborative manner with stakeholders to resolve customer issues and deliver trusted answers.

Qualifications

Bachelors or Master or University Degree, or a combination of educations and equivalent experience in customer service operations.
Excellent written and verbal communication skills in English and Korean, as the role supports the Korean customer market.
Proficiency in MS Office - Word, Excel, PowerPoint.
Knowledge in SAP or similar ERP system is preferred but not mandatory.
The ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasks.
Equipped with business acumen preferred, with customer centric mindset.
Goal oriented and self-driven who can focus and motivate others to meet business objectives.
Ability to handle multiple projects and still maintain daily responsibilities.
Excellent phone skills with capability to handle high call volumes.
Good team player who can cooperate cohesively within the team and with cross functional teams.
Fast and meticulous attention to details worker who can handle orders accurately and efficiently.
Proactive and experienced problem solver who can make sound decisions, manage escalation and deal with strong personalities effectively.
Comfortable with technology and IT tools, with keen eye to digitalize work processes.
Employing a proactive approach, a curiosity to learn, and the ability to take initiative and ownership.
Ability to work extended shift on/when necessary, especially on the last few business days of the month.
Depending on the country that the role supports, working hours will align with the respective time zone.

Customer Operations Specialist