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.
Job Requirements:
Bachelors or Master or University Degree, in Business Management, Supply Chain Management or equivalent
3 years of relevant work experience in customer service operations, order processing, handle Vietnam and other distributor markets, preferable in the same industry.
Excellent communication skills, both written and verbal in English. Fluency in written and verbal Vietnamese will be a bonus.
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.
Job Types: Full-time, PermanentSalary: $3,500.00 - $4,600.00 per monthBenefits:
Health insurance
Professional development
Work from home
Schedule:
Day shift
Monday to Friday
Supplemental Pay:
13th month salary
Commission pay
Yearly bonus
COVID-19 considerations: Required to wear mask at work place, hybrid working arrangementEducation:
Bachelor's or equivalent (Preferred)
Experience:
Customer Operations: 2 years (Preferred)
SAP: 1 year (Preferred)
Order fulfillment: 2 years (Preferred)
Expected Start Date: 01/08/2022
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