Customer Service Supervisor

hace 2 meses

Barcelona, España Agilent Technologies Inc. A tiempo completo

COpC (Customer Operations Center) EMEA is an integral part of ACG in support of the Life Science & Applied Markets (LSAG), Agilent Crosslab (ACG), and Diagnostics/Genomics (DGG) businesses. COpC EMEA oversees the quote-to-cash order delivery process for Sales admin, Service Contracts, and Service Order Management. COpC is entrusted with providing a seamless buying experience to customers.

We are looking for a supervisor to join our EMEA COpC sales admin team in Barcelona, to provide effective and efficient business administration services to enable the EMEA organization to achieve its strategic objectives of profitable growth and customer and employee satisfaction.

**Job Responsabilities**:

- Oversee and lead a team of Customer Service Representatives in handling a variety of pre-sales service activities such as quotations, order fulfillment processes, order status, invoicing, order changes or returns.
- Managing and guiding a CSR´s team to ensure they achieve the goals related to customer satisfaction/ACX/SLA/TAT´s, timely responses to inquiries, quality and financial performance and adherence to both external and internal policies.
- Assign tasks, direct, and monitor work of subordinate Individual Contributor A (ICA) employees.
- Require basic people and process management skills.
- Understand roles, responsibilities, and resource requirements of subordinate team.
- Collaborate internally and externally on matters related to organizational goals or processes.
- Establish and maintain process controls.
- Possess autonomy to resolve day to day challenges resulting from changes to processes, employee schedules, or resources.
- Manage conflicts arising within or escalated from team or others.
- Interpret, administer, execute policies/ procedures.
- Lead projects or initiatives within team.
- Foster a Continuous Improvement culture within the team
- Partnering with country management team for sales and services including customer service and customer contact
- Collaborate with business partners and order fulfillment to provide efficient and outstanding customer service

**Qualifications**:

- 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.
- Ability to work collaboratively with a diverse group of stakeholders across the organization and within a global matrix
- Strong sense of ownership and initiative to drive for results
- Strong written and oral communication skills in English
- Detail-oriented and problem-solving

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**: Occasional

**Schedule**: Schedule:Full time

**Shift**: Day

**Duration**: No End Date

**Job Function**: Customer Service

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