Customer Service Representative

hace 3 semanas

Barcelona, Barcelona, España Agilent A tiempo completo

Agilent is seeking a Customer Service Representative to join our team in the DACH market. As a key member of our Customer Operations Center, you will be responsible for handling quotes, order processing, invoicing, and deliveries for Europe.

This role requires excellent communication and organizational skills, as well as the ability to work in a fast-paced environment. You will be the primary point of contact for customers, Account Managers, Sales Agents, and other stakeholders, ensuring timely and accurate communication and delivery of information.

Key responsibilities include:

  • 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 compliance with Order acceptance policy and updating of Business/Audit control reports
  • Meeting targets for Shipped Not Invoiced or delivery blocked orders to ensure timely invoicing and on-time deliveries

Additionally, you will be responsible for:

  • Keeping customers advised about their order status measured through ACX (Agilent Customer Experience Survey)
  • Handling customer complaints and providing appropriate solutions and alternatives within the time limits; follow-up to ensure resolution

Qualifications include some higher education or specialized training/certification, or an equivalent combination of education and experience. Fluency in English and German is required, with additional French being a plus.

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