Customer Experience Specialist DACH Market
hace 3 semanas
About Agilent
Agilent Technologies is a leading provider of life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Our mission is to inspire and support discoveries that advance the quality of life.
Job Description
We are seeking a proactive and motivated Customer Service Representative for the DACH market to join our fast-paced, diverse work environment. As a key member of our team, you will be responsible for providing exceptional customer service and support through various communication channels. Your primary responsibilities will include:
- Booking of assigned orders in accordance with Order Acceptance Policies and Service Level Agreement.
- Order management and customer service through call handling and IVR system.
- Manage blocked orders and resolve issues throughout the quote-to-cash cycle.
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 system within 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.
What You Will Need:
- Excellent communication and organization skills.
- A clear set of priorities and expectations for the job and the company provide a framework for innovating new ways of meeting customer needs.
Benefits:Our employees enjoy a competitive salary range of €55,000 - €65,000 per year, depending on experience, as well as additional benefits such as professional development opportunities and a dynamic work environment.
Are you passionate about delivering exceptional customer experiences? Are you ready to take ownership of your work while collaborating closely with internal and external customers? Apply now
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