Customer Service Admin

Job content

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.

Service Part Logistics is part of the Order Fulfillment and Supply Chain group (OFS). SPL’s main focus is on retaining the position of a competitive and innovative service delivery differentiator continuously exceeding customer expectations by having highly trained staff focusing on delivering fast solutions, adding and increasing value in processes. Basically, from a logistic perspective yet also beyond. SPL continuously drives new and innovative ideas that create and support growing business opportunities and customer’s confidence. SPL drives constructive and collaborative partnerships aligned with corporate and business objectives and aimed at continuously improving and assuring quality in all services we deliver to our customers. We commit to our promises and assure value creation in every step of the process. In collaboration with our partners we strengthen the output.

Every part that has been ordered through CRM is registered in SAP in a WIP inventory and these parts remain on this WIP inventory until they have been consumed or, in case not used, returned to the warehouse. The WIP parts on SAP are registered against engineer ID.

WIP Reconciliation talks about Inventory reconciliation where Parts should have correct status and equal quantity as on SAP CRM and ECC. WIP contains support parts, meaning those parts used by customer engineers to fix customer’s instrument during a support activity. Each part moves into WIP after the shipment, each WIP line represents an actual piece of hardware.

We are looking for a proactive and motivated Customer Service Representative in the capacity of Individual Contributor role, who will be a part of a fast-paced, diverse work environment where you take ownership of your work while collaborating closely with internal and external customers. In this job, you will be required to coordinate and work with Field Engineers, Warehouse, CSO, IT and other worldwide business stakeholders to ensure WIP Integrity is assured all the time

WIP plays a vital role in the organization as it involves both material and financial flow which are the key aspects of the service parts supply chain. SPL WIP Recon Team at OFS GSCS works on reconciliation of the service parts, validation of parts between ECC and CRM and resolving the redline errors, consumption errors, service confirmation errors and also 120 days WIP Ageing.

Main Responsibilities

The ICA Specialist is a key role who will interface with various stakeholders and parties involved to resolve WIP Related errors to ensure WIP Integrity is managed all the time. This role requires a great sense of responsibility, quality in work delivered, flexibility and good English communication skills both verbal and written.

• Individual contributor will be responsible for the timely execution of predefined operations tasks.
• Graduates and requires 3-5 years related experience with excellent communication skills
• Must have SAP ECC knowledge
• Should have good speed and working knowledge of MS office skills
• Should be flexible working in variable shifts.
• Positive attitude to delight customers, above and beyond the call of duty
• Is always seeking to improve the job and provides solution-oriented feedback
• Demonstrates business judgment by knowing when to work independently and when to collaborate
• Responsible to escalate any potential issues to predefined internal contacts.
• Additional tasks may be added based on business development or other teams needs
  

Requires higher education or specialized training/certification, or equivalent combination of education and experience.

Typically minimum of 5 years relevant experience for entry to this level.

Requires extensive knowledge and skills to complete specialized tasks.

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.