About the role

AI summarised

Customer Operations Specialist at Agilent, a healthcare/technology company. Responsible for managing customer orders, ensuring high-quality service, and coordinating with internal and external stakeholders. Requires bilingual English and Korean skills, proficiency in MS Office, and experience in customer service operations.

Life SciencesFull-timeGeneral

Key Responsibilities

Ensure the highest level of quality service is rendered to customers by providing them accurate information, solving problems and serve in a variety of pre and post sales functions via calls and emails.
Account management of quote to cash cycle, generation and conversion of quotes to orders where accuracy and responsiveness are critical.
Coordinate and responsible for end-to-end order management which includes order fulfillment, shipment coordination, 3rd party requisitions, returns and payment liaison with both internal and external stakeholders.
Work closely with both internal and external stakeholders to fulfill customer orders in a timely and accurate manner, ensuring orders are align with Agilent's policies, processes and legal requirements.
Ensure close follow-up of outstanding orders and issue with proactive communication to customers.
Keeping up to date on sales discount and marketing, promotional programs and to administer these accordingly.
Responsible for customer's journey and manage sensitive issues with poise and professionalism, escalate when necessary.
Provide support in business projects related to process improvement, customer experience, etc.
Performing on miscellaneous duties and projects as assigned.
Opportunities to be engaged in global and regional initiatives and projects, collaborating with other cross functional teams within Agilent to achieve goals as needed.

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 to handle Korea Consumables order.
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.