Customer Service Representative DACH
hace 4 semanas
About the Role
We are seeking a highly motivated and customer-focused Customer Service Representative to join our DACH market team. As a key member of our Customer Operations Center, you will be responsible for providing exceptional customer service and support to our customers in the DACH region.
Key Responsibilities
- Booking and managing orders in accordance with our Order Acceptance Policies and Service Level Agreement
- Daily follow-up with Logistics to ensure timely delivery and escalate overdue orders or missing parts
- Handling customer and partner calls through our IVR system within established SLAs
- Guaranteeing and guarding compliance with our Order Acceptance Policy and updating Business/Audit control reports
- Meeting targets for Shipped Not Invoiced or delivery blocked orders to ensure timely invoicing, on-time deliveries, and revenue maximization
- Keeping customers informed about their order status, measured through our Agilent Customer Experience Survey
- Handling customer complaints and providing appropriate solutions and alternatives within time limits, with follow-up to ensure resolution
Requirements
- Fluent English and German language skills, with additional French a plus
- Strong customer focus and customer-centric mindset
- Strong interpersonal and communication skills
- Cross-functional team collaboration skills, with ability to work in a team
- Ability to multitask, prioritize, and manage time effectively, with a focus on improving efficiency
- Innovative mindset, always seeking to improve the job and provide solution-oriented feedback
- Ability to work under pressure and positively manage stress typical in a customer service environment
What We Offer
- Competitive compensation and benefits package
- 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 is an Equal Opportunity Employer
We are committed to diversity and inclusion in the workplace. 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.
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