Job Description

The Customer Service Representative (CSR) in the Customer Operations Process Center (COPC) is responsible for managing customer interactions, supporting order processing, and ensuring timely resolution of inquiries and operational issues. The role acts as a key liaison between customers, sales, contracts, and internal operations teams to ensure a seamless end-to-end customer experience.

Key Responsibilities

1. Customer Interaction & Support

• Serve as the primary point of contact for customer inquiries via email, phone, or internal systems
• Respond to requests related to orders, pricing, delivery, contracts, and service issues
• Ensure professional, timely, and accurate communication with customers

2. Order Management

• Process customer orders in ERP systems (e.g., SAP)
• Validate order details including pricing, quantities, delivery terms, and contract references
• Monitor order lifecycle from entry to fulfillment
• Coordinate updates or changes (e.g., cancellations, reschedules)

3. Contract & Pricing Support

• Escalate discrepancies between contract terms and system pricing

4. Issue Resolution & Escalation

• Identify and resolve order-related issues (e.g., backorders, delivery delays, billing errors)
• Manage customer complaints and ensure proper follow-up
• Escalate complex issues to appropriate teams (Sales, Logistics, Finance, IT)

5. Cross-Functional Coordination

• Collaborate with Sales, Contracts, Supply Chain, and Finance teams
• Ensure alignment between customer expectations and operational capabilities
• Support internal stakeholders with customer-related data and updates

6. Data Accuracy & Compliance

• Maintain accurate customer and order data in systems
• Ensure compliance with company policies, pricing rules, and contractual terms
• Support audits and documentation requirements

7. Continuous Improvement

• Identify process inefficiencies and suggest improvements
• Support implementation of new tools or processes (e.g., SAP, automation initiatives)
• Contribute to knowledge sharing and best practices within the COPC

Qualifications

Required Skills

• Bachelor's or Master's Degree or equivalent.
• Strong communication skills (written and verbal)
• Customer-focused mindset
• Attention to detail and accuracy
• Problem-solving and analytical skills
• Ability to work in a fast-paced, multi-tasking environment
• May require ability to read/write in one or more languages.

Technical Skills

• Experience with ERP systems (SAP preferred)
• Familiarity with CRM/tools (e.g., Salesforce, ticketing systems)
• Proficiency in Microsoft Office (Excel, Outlook, Teams)

Experience

• Previous experience in customer service, order management, or operations
• Experience in a shared service or centralized operations environment (preferred)

Key Competencies

• Accountability and ownership
• Collaboration and teamwork
• Adaptability to change
• Customer orientation
• Process-driven mindset

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

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 opportunity employer. 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.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service