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Service Order Management Specialist

2 months ago

Wilmington, Delaware, United States Agilent Technologies Full time


Service Order Management Specialist
We are seeking a dedicated and collaborative Service Order Management Specialist to join our dynamic team in a fast-paced and diverse work environment. In this role, you will take ownership of your responsibilities while working closely with both internal and external partners. You will support customers across the United States, Puerto Rico, and Canada, collaborating with a global internal team.

This position demands exceptional mathematical, communication, research, and organizational skills. As a key member of the Service Order Management Team, you will be responsible for delivering an outstanding customer service experience.

Key Responsibilities:
- Take initiative to resolve issues throughout the service request to billing cycle.
- Process service and sales orders efficiently.
- Engage with customers and business partners through various communication channels including phone calls, chat, and emails.
- Execute data integrity requests related to systemizations, object creation, internal/demo requests, and warranty.
- Collaborate with Relocation & Education sales teams, managing processes from quoting and booking to invoicing and project handling.
- Investigate billing and invoice inquiries as well as disputes.
- Foster and maintain strong customer relationships.
- Embrace a 'Continuous Improvement' mindset by identifying opportunities for enhancement and driving their implementation.
- Participate in cross-training to learn and perform Service Contract activities as business needs evolve.

Qualifications:
- Proven customer service experience with a strong desire to engage directly with customers.
- Proficient in Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint (Access skills are a plus).
- Experience with SAP/CRM systems is preferred.
- A positive attitude aimed at exceeding customer expectations.
- Ability to communicate clearly with diverse audiences.
- Strong relationship-building skills.
- Effective time management in a fast-paced environment.
- Excellent organizational skills to enhance productivity.
- Adaptability to various customer situations and personalities.
- Attention to detail and accuracy in work.
- Proactive in seeking improvements and providing solution-oriented feedback.
- Demonstrates sound business judgment in knowing when to work independently and when to collaborate.
- Capability to address complex issues in the best interest of both the customer and the company.
- Resilience in managing stress typical of a customer service environment.
- Bilingual skills are a plus.

This position offers a hybrid work model requiring flexibility in your schedule, occasional overtime, and the ability to work late on the last working day of each month.

About Agilent Technologies:
As a global leader in laboratory and clinical technologies, Agilent is committed to advancing science and improving lives. Our dedication to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. With over 50 years of expertise, we provide advanced instruments, software, and consumables backed by a team of highly skilled professionals. Our culture is built on trust, respect, and integrity, fostering a dynamic and inclusive workplace that celebrates diversity and drives innovation.