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Customer Service Representative - Genomics Products

Date Posted: 20/Jul/17 Requisition: 2072584 Job Title: Customer Service Representative - Genomics Products Description: 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.
We are looking for a proactive and motivated Customer Service Coordinator to join our Diagnostic and Genomics Division 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.
Position Summary:
Provide high quality professional Customer Service to customers in a call center environment as priority. Answer incoming calls in a timely manner. Input incoming customer orders and coordinate shipping accordingly. Assist customers with non-technical product inquiries. Troubleshoot customer order discrepancies. File and maintain customer order documents. Respond to price inquiry requests, track lost/delayed orders, provide POD to customers, etc. as required. Interact with and support Agilent's Sales & Marketing Team.
The Candidate for this position will focus on:
Interfacing with customers, sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
Answering calls in a timely manner.
Processing price requests (quotes) and orders received via fax, phone and email and other electronic services for customers with accuracy and responsiveness that's the key to ensure excellent service.
Assisting customers with delivery related customer complaints such as wrong product shipped, pricing discrepancies, etc. and report complaints to identify a root cause effect and resolution.
Learning all roles/processes in the department and having the ability to act as back up when needed at times with short notice.
Ability to handle multiple projects and still maintain daily responsibilities with attention to detail quickly.
Ability to work cohesively with diverse teams and communicate effectively verbally and in writing in order to represent the Agilent Technologies Customer Service Team.
Maintaining a pleasant, patient, attentive, processional and cooperative attitude.
Keeping up to date on cross-functional sales, marketing and promotion programs and to administer these accordingly.
Responding to and /or provides assistance to internal customers and trade customers in areas such as product order fulfillment processes, customer service requests, product changes or returns, prioritizing back orders, on-line invoicing billing, customer invoicing mailing, pricing agreement, contract research,etc.
Working on order fulfillment activities including and not limited to managing direct customer orders, inter-company orders, company distributor orders, export orders, monitoring inventories, coordination of deliveries, supporting on-line customers.
Working on customer service administrative assignments with clearly defined objectives.
Solving administrative customer service problems varying in scope and complexity.
Performing routine administrative customer service duties using prescribed procedures.
Ability to run reports using various office tools.
Ability to multitask.
Maintaining organized customer order files.
Ability to prioritize workload to meet deadlines.
Adhering to department, company procedures and values.
Ability to demonstrate teamwork with respect, integrity, quality and compassion to build lasting relationships, appreciation and trust.
Punctuality and good attendance required.
This position is on site in the Carpinteria facility only.
Ideal candidate will represent Agilent in a professional manner at all times while in contact with customers/potential customers/vendors/etc. Candidate will have minimum of 3 years customer service relevant experience environment providing customer service over the phone. Candidate will be a self-motivator, able to work independently using good judgment in decision making. You will work closely with the manager in reporting or suggesting changes for process improvements. You will have the ability to remain positive, rational, calm and professional under stressful conditions (i.e. dealing with irate people, handling complaints, back orders, etc.). You will work in a team environment to achieve set objectives and goals and work in a cross functional manner to support your colleagues, the department and Company strategies.
Qualifications: The Customer Service Coordinator is a key role who will interface with customers in a call center environment and be an active player with our pre and post sales team. This position will handle a variety of pre and post-sales functions. Some of the minimum skills required are below:
3+ yrs relevant Customer Service experience providing customer service over the phone
Able to clearly articulate messages to a variety of audiences
Able to establish and maintain strong relationships
Time management in fast paced environment
Organizational skills to maximize productivity
Adapts to customer situation & different personalities
Work is accurate and with eye for detail
Is always seeking to improve the job and provides solution oriented feedback
Ability to adapt to change, both department and company.
Demonstrates business judgment by knowing when to work independently and when to collaborate
Ability to solve complex issues that are in the best interest of the customer and the company
Positively manage stress that is typical in a customer service environment
Proficient in Microsoft suite to include Outlook, Excel, Word, PowerPoint (Access skills are a plus)
Knowledge of SAP preferred
Telecommuting is not an option for this role.
This is an hourly position that may involve occasional overtime. Office hours are Monday through Friday for 8 hrs a day on average with start time of between 6:00 a.m. and 8:30 a.m. PST.
Must be flexible to work around some holiday schedules.
Geo Location: Carpinteria, CA
Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.
For more information about equal employment opportunity protections, please view the 'EEO is the Law' poster available here:
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf,
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please contact +1-262-754-5030 (US and Canada only) or email job_posting@agilent.com. EOE AA M/F/Vet/Disability.
Company: Business: Global Infrastructure
Job Category: Customer Service
Job Sub-Category: Customer Service Admin
Region: Americas
Country or Area: United States
State/Province: California
Town/City: Carpinteria
Shift: Day Job
Job Type: Experienced
Schedule: Full-time
Travel Required: No
Duration
(Temp Positions Only): Not applicable
HR Country Location: United States
HR Town/City Location : Carpinteria

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