Customer Service Operations Representative

The Senior Process Specialist will be responsible for managing end-to-end processes related to order bookings, quotations, billing corrections, audit readiness, and driving process improvements. This role is highly collaborative, involving coordination across multiple departments such as Tax, CIM, sales, finance, factory, logistics and Contracts. 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.

**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.

6. **E-invoicing:*Knowledge & understanding of digital invoicing, someone who can challenge the status quo and deliver compelling changes.

**Data & Process Management:**

1. **Performance Dashboards & Data Analysis:*Publish dashboards and perform regular data analysis to track productivity and quality metrics.

2. **Process Updates:*Manage and document process changes. Ensure process share points are up to date.

3. **Super Self Audits:*Conduct self-audits to ensure compliance with internal standards and regulations.

4. **Control Reports/ Operational Reports:*Work on control/ Operational reports to ensure accurate data capture and process control.

**Compliance & Audits:**

1. **SOX Audits & Feedback:*Participate in internal/SOX audits, addressing any feedback to improve processes.

2. **Billing Errors & Rebill Management:*Correct billing errors and manage credit/rebill processes for Agilent products and services

3. **Dispute & Rebate Management:*Handle dispute resolutions and process rebates as needed.

4. **Audit Readiness:*Maintain readiness for internal and external audits by ensuring compliance with all regulatory requirements.

**People 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 RPA 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.

**Educational Background:*bachelor s degree in business, Operations Management, or a related field.

- **Experience:*Minimum 5-8 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.

- **People Management:*Exposure to managing team engagement and daily performance.

- **Soft Skills:*Excellent communication and interpersonal skills, with the ability to handle escalations and work cross-functionally.

**Preferred Skills:**

Additional Details