Job Description
- 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.
Key Deliverables:
- Effective customer account management and deliver an exceptional customer experience
- To understand and resolve customers' concerns by applying appropriate skills and meet customers' requirements in an 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
- Consistent contribution to achieve department key performance indicators
- Maintain amicable work atmosphere by communicating and acting in a collaborative manner with stakeholders to resolve customer issues and deliver trusted answers.
Qualifications
- Bachelors or Master or University Degree, or equivalent education in any field.
- 2+ years of relevant work experience in customer service operations or order processing/fulfillment handling Korea customers / market.
- Excellent interpersonal communication skills, both in English and Korean (written and verbal).
- 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.
- Korean Language expertise is a MUST.
