About the role

AI summarised

Customer Operations Specialist at a technology/healthcare company, responsible for managing end-to-end customer order experience, resolving complex service issues, and ensuring compliance. Requires bilingual English/Korean skills and SAP knowledge.

Life SciencesFull-timeGeneral

Key Responsibilities

Provides pre-sales and/or post-sales consulting to benefit Agilent customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, product changes or returns, accounts receivable collections, invoicing requirements, contract issues/administration or lease administration.
Manages and coordinates the end-to-end customer experience (from order to delivery to invoicing) by applying broad knowledge of customer situations, company processes, local laws, financial requirements, and international compliance requirements related to customer sales contracts and product shipment.
Resolves customer service issues for complex, multi-country or multi-regional accounts. Acts as a liaison between customers and appropriate internal organizations such as sales, manufacturing, logistics and service delivery to resolve customer inquiries. Influences changes to production and/or shipping schedules and price changes.
May identify and follow up on business opportunities.
Effective customer account management and deliver an exceptional customer experience.
To understand and resolve customers' concerns by applying appropriate skills and meet customers requirement in effective way.
Timely response to internal and external customers' enquiries and emails.
Accurate and timely processing of orders within turnaround time.
Ensure every order is always compliant to Agilent's policies and processes.
Prompt follow-up on order management to ensure revenue recognition.
Keeping customers informed about order status.
Maintaining post order entry responsibilities using control related reporting to ensure compliance.

Requirements

Bachelors or Master or University Degree, or a combination of educations and equivalent experience in customer service operations.
Excellent communication skills, both written and verbal in English and Korean language as it is required for supporting Korean Customer Market.
Proficiency in MS Office – Word, Excel, PowerPoint.
Knowledge in SAP or similar ERP system is preferred but not mandatory.
The ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasks.
Equipped with business acumen preferred, with customer centric mindset.
Goal oriented and self-driven who can focus and motivate others to meet business objectives.
Ability to handle multiple projects and still maintain daily responsibilities.
Excellent phone skills with capability to handle high call volumes.
Good team player who can cooperate cohesively within the team and with cross functional teams.
Fast and meticulous attention to details worker who can handle orders accurately and efficiently.
Proactive and experienced problem solver who can make sound decisions, manage escalation and deal with strong personalities effectively.
Comfortable with technology and IT tools, with keen eye to digitalize work processes.
Employing a proactive approach, a curiosity to learn, and the ability to take initiative and ownership.
Ability to work extended shift on/when necessary, especially on the last few business days of the month.