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 trusted 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.

Located in the city center, the Barcelona office is home to a variety of local and international functions. One of the Key functions in Barcelona is the Customer Operations Center handling quotes, order processing, invoicing and deliveries for Europe.

Agilent Spain has been ranked as a top workplace and received the Great Place to work certification. This recognition is awarded to those organizations dedicated to encouraging an inclusive and quality work environment for all and demonstrates 30 years of research to quantify the current state of your workplace culture and show you how it compares to the best in the world.

Are you passionate about customer experience and ready to delight our customers and want to work for Agilent Technologies?

We are looking for a proactive and motivated Customer Service Representative for the DACH market who will be part of a fast paced, diverse work environment where you take ownership of your work while collaborating closely with internal and external customers. This is a job position that requires excellent communication and organization skills.

Your primary responsibilities will be:

• Booking of assigned orders
• Order management
• Customer service and call handling
• Manage blocked orders
• Resolve issues throughout the quote to cash cycle. A clear set of priorities and expectations for the job and the company provide a framework for you to innovate new ways of meeting customer needs.
• The Customer Service Coordinator is a key role who will interface with customers Account Managers (AM), Sales Agents, factory/Logistic Centre and the country Contact Centers to communicate and deliver information.

Your key deliverables:

• Booking and order management of orders in accordance with Order Acceptance Policies and Service Level Agreement
• Daily follow up with Logistics to assure timely delivery, escalate overdue orders or missing parts
• Customer and partner calls-handling through the IVR (within the established SLAs).
• Guarantee and guard compliance (Order acceptance policy and updating of Business/Audit control reports)
• Meeting targets for Shipped Not Invoiced or delivery blocked orders to ensure timely invoicing, on time deliveries and revenue maximization.
• Keep customers advised about their order status – measured through ACX (Agilent Customer Experience Survey): Ease of Placing Order and Ease of Tracking Order
• Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Qualifications

Require some higher education or specialized training/certification, or equivalent combination of education and experience.

• Language skills: Fluent English and German. Additional French would be a plus.
• Strong Customer Focus and Customer centric mind-set
• Strong Interpersonal and communication skills
• Cross function/team collaboration skills – ability to work in a team
• Ability to multi-task, prioritize, and manage time effectively and improve efficiency
• Innovative mindset, always seeking to improve the job and provide solution-oriented feedback
• Ability to Work Under Pressure / Positively manage stress that is typical in a customer service environment

Agilent offers a competitive compensation and benefits package, as well as core global benefits to all staff - but in addition to these, the Spanish business offers:

• Agilent Result Bonus
• Stock Purchase Plan
• Health insurance
• Life/Death insurance
• Internal and external training opportunities
• Lunch vouchers
• 24 days of vacation plus bank holidays
• Gym Funding
• Hybrid working schedule: Mondays and Fridays Home Office and Tuesday to Thursday in the Office

Agilent 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

Schedule

Schedule:Full time

Shift

Day

Duration

No End Date

Job Function

Customer Service