Primary Responsibilities:

• Manages customer calls and queries with care via telephone system and email.
• Timely support to sales and customers with accurate quote generation and conversion of quotes to orders, ensuring alignment with Agilent's policies, processes and legal requirements.
• End to end order management of high-volume transactions, which includes shipment coordination, reverse logistics and payment liaison with both internal and external stakeholders e.g. Sales Dept, Logistics Dept, Finance Dept.
• Ensures close follow-up of outstanding orders and issues, with proactive communication to customers.
• Timely invoicing of fulfilled orders according to revenue recognition guidelines.
• Manages customer issues and feedback tactfully, escalate when necessary.
• Shipment documentation and administrative work as required.
• Timely archival of order packages in FileNet system.
• Works on miscellaneous duties and projects as assigned.

Key Deliverables:

• Accurate and timely processing of high-volume orders (including e-commerce) within turnaround time.
• Timely response to internal and external customers' enquiries and emails.
• Documentation of customer interactions in CRM system.
• Effective customer account management that meets department KPIs and delivers excellent customer experience continuously in the process.
• Compliant to Agilent's policies and processes at all times.
• Maintains a positive work atmosphere by communicating and acting in a collaborative manner with stakeholders.
• Successful resolution of variety of complex issues.
• Successful project executions.
• Management of business control reports to ensure SOX compliance.
• Adaptability to Agilent culture and values.