Customer Service Admin Senior Specialist

The Senior Specialist will be responsible for managing end-to-end processes related to order bookings quotations billing corrections Order Closure audit readiness and driving process improvements This role is highly collaborative involving coordination across multiple departments such as Tax CIM sales finance factory logistics FSE and Contracts etc You will also be engaged in project management initiatives process innovation and capacity utilization improvement The position is 100 production-focused requiring a deep understanding of operational tasks and compliance as well as strong project management skills to enhance productivity and efficiency The role is transferrable with Organization as per the requirement and fitment of the experience organization expectation Key Responsibilities Operational Excellence 1 Generic Mailbox Management Oversee the shared mailbox and handle customer queries requests and follow-ups 2 Quotation Management Create quotations for Agilent products and services using SAP CRM ECC 3 Order Booking Closure Manage the Order booking and closure of Agilent products and services Handle specialized accounts 4 Discount Approvals SOW Requests Process and track discount approvals and Statements of Work SOW 5 Cross-departmental Coordination Liaise with different departments like Tax CIM Contracts and others to ensure seamless operations Data Process Management 1 Process Updates Manage and document process changes Ensure process share points are up to date 2 Super Self Audits Conduct self-audits to ensure compliance with internal standards and regulations 3 Control Reports Operational Reports Work on control Operational reports to ensure accurate data capture and process control Compliance Audits 1 Billing Errors Rebill Management Correct billing errors and manage credit rebill processes for Agilent products and services 2 Audit Readiness Maintain readiness for internal and external audits by ensuring compliance with all regulatory requirements Process management Training 1 New Hire Training Refresher Sessions Conduct training sessions for new hires and provide ongoing refresher sessions to the team 2 Escalations Handling Manage escalations related to billing orders and customer disputes ensuring timely resolution 3 Engagement Performance Management Exposure to managing daily performance and team engagement Project Management Process Improvement 1 Process Change Innovation Lead and drive process changes including testing and creating new SOPs Focus on ACX analysis and action planning for improvements 2 Project Management Strong project management skills with a proven track record Lead initiatives for cost-saving automation and process efficiency improvements Implement automation solutions where applicable 3 Collaboration Stakeholder Management Work closely with stakeholders to ensure alignment on projects and initiatives Miscellaneous 1 Productivity Focus Maintain high productivity contributing to the overall efficiency and effectiveness of the team 2 Drive Engagement Foster a culture of accountability and engagement within the team driving performance and collaboration 3 Automation RPA Leverage technology to improve efficiency focusing on automation and RPA initiatives to optimize processes Qualifications Required Skills and Qualifications - Educational Background bachelor s degree in business Operations Management or a related field - Experience Minimum 4-6 years in a similar operational or process management role with a focus on order booking billing audits and process improvements - Technical Proficiency Advanced knowledge of SAP CRM ECC and experience in managing order bookings and quotations Proficiency in data analysis and performance dashboard tools - Soft Skills Excellent communication and interpersonal skills with the ability to handle escalations and work cross-functionally Preferred Skills Strong analytical and problem-solving skills Ability to work in a fast-paced high-volume environment Proficiency in SAP CRM ECC and other relevant software Strong organizational skills and attention to detail Ability to work collaboratively with cross-functional teams Experience with audits and compliance Ability to manage multiple tasks and prioritize effectively Proactive and results-oriented with a commitment to continuous improvement Experience in automation and RPA tools Additional Details This job has a full time weekly schedule 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 Evening Duration No End Date Job Function Customer Service