Job Description

We are looking for a motivated and team focused Service Order Management Customer Service Operations Associate who will be a part of a fast paced, diverse, work environment where you take ownership of your work while collaborating closely with your team of internal and external partners!

In this job you will support customers based in the United States, Puerto Rico and Canada while collaborating with a global internal team. This is a complex position that requires excellent math, communication, research, and organization skills. As a member of the Service Order Management Team, you take responsibility for providing an exceptional customer service experience. 

Key responsibilities include:

Take ownership to resolve issues throughout the service request to billing cycle.

Process service and sales orders.

Interact with customers and business partners via phone calls, chat, and emails. 

Perform data integrity requests from systemizations, object creating, internal/demo requests and warranty.

Work with Relocation & Education sales teams, from quoting, booking and invoicing to project handling.

Research Billing and Invoice Inquiries as well as disputes.

Grow and maintain customer relationships.

Interact with customers and coworkers via email, phone, and chat.

Adopt/apply ‘Continuous Improvement’ mindset by identifying improvement opportunities and driving implementation.

Cross training to learn and perform Service Contract activities as business needs dictate.

Qualifications

This is an hourly hybrid onsite position that requires flexibility in work schedule, occasional overtime and the ability to work late the last working day of each month. This is a second shift position 11:30am to 8pm EST.

Customer service experience and a strong interest in working directly with customers.

Proficient in Microsoft suite to include Outlook, Excel, Word, PowerPoint (Access skills are a plus).

SAP/CRM experience preferred.

Positive attitude to delight customers, above and beyond the call of duty.

Able to clearly articulate messages to a variety of audiences.

Able to establish and maintain strong relationships.

Time management in fast paced environment.

Organizational skills to maximize productivity.

Adapts to customer situation & different personalities.

Work is accurate and with eye for detail.

Seek to improve the job and provides solution-oriented feedback.

Demonstrates business judgment by knowing when to work independently and when to collaborate.

Ability to address complex issues that are in the best interest of the customer and the company.

Positively handle stress that is typical in a customer service environment.

Bilingual a plus.

Additional Details

This job has a full time weekly schedule. Applications for this job will be accepted until at least November 12, 2024 or until the job is no longer posted.

The full-time equivalent pay range for this position is $22.17 - $34.65/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required: No

Shift: Day

Duration: No End Date

Job Function: Customer Service