Customer Serv Ops Rep

Overview Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do. Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. Responsibilities Primary Function: Part of the Customer Contact Center (CCC) delivery chain, the Customer Service Operations Representative plays a combined role (Customer Service and Customer Relation), being a center of excellence for transacting and managing quotes and orders and at the same time, managing the direct communication with the customers, interfacing with Delivery organization, Sales, service representatives and partners to handle a variety of order management functions. This function provides end to end responsibility in quote to cash processes and a unique focal point for specific customers and/or businesses, understanding requests and process transactions through Keysight systems while ensuring compliance to Keysight policies and Customer specific requirement. Key Responsibility Areas: Focal Point for sales related queries & operational activities including sales orders; quotations, change requests and invoicing processes, issues, and problem resolutions. Perform the required operational activities and respond to customer queries within defined TAT. Analyse and complete request for quotation or order booking in a timely and accurate fashion, and ensure compliance to Keysight terms and conditions, export licensing conditions and customer specific procurement guidelines. Work collaboratively with the Sales team, customers, partners & other internal teams to resolve the issue or get the requested information in a timely manner. Ensure proper approvals for any non-standard or specially negotiated terms and conditions and ensure supporting document is attached in the applicable admin system. Establish and maintain effective lines of communication with concerned departments in accepting orders and ensure adherence to the Keysight order acceptance policy and standard or specially negotiated terms and conditions. Receive and understand feedback from the customer. Systematically capture and analyse root causes and trigger initiatives to improve the customer experience. Understand the established key processes in assigned areas; initiate and lead projects to improve quality and customer satisfaction; document work methods and results to avoid rework. Ensure prompt and accurate billings to customer per contract terms and that invoice and revenue recognition is triggered in accordance with SAB101 rules. Ensure effective Management of Business control reports to ensure SOX compliance. Ensure that all transaction documents are qualified and filed to satisfy corporate and legal requirement. Qualifications Careers Privacy Statement ***Keysight is an Equal Opportunity Employer.**Graduate/Postgraduate in any stream with 3-5 years Customer Services or Order management experience. Requires previous experience of working on an ERP platform (preferable Oracle Order Management) Excellent verbal/written Communication Skills Good Analytical Skills to understand customers requirements and translate into Order Requirements Customer Service skills Strong Knowledge of MS Excel and other Office Basic escalation management skills Good Analytical Skills to understand customers requirements and translate into Order Requirements. Customer Service skills Basic escalation management skills Capability to handle multiple tasks and responsibilities. Ability to work in a stressful environment Result oriented individual with Strong desire to make contribution to the Business. Good Team Player as the Job requires working closely with other team members. Having a Good Problem-Solving approach and ability to think independently towards Improvement of the Processes working on. Basic IT /technology knowledge Experience in Quality Methodologies preferred. Primary Function: Part of the Customer Contact Center (CCC) delivery chain, the Customer Service Operations Representative plays a combined role (Customer Service and Customer Relation), being a center of excellence for transacting and managing quotes and orders and at the same time, managing the direct communication with the customers, interfacing with Delivery organization, Sales, service representatives and partners to handle a variety of order management functions. This function provides end to end responsibility in quote to cash processes and a unique focal point for specific customers and/or businesses, understanding requests and process transactions through Keysight systems while ensuring compliance to Keysight policies and Customer specific requirement. Key Responsibility Areas: Focal Point for sales related queries & operational activities including sales orders; quotations, change requests and invoicing processes, issues, and problem resolutions. Perform the required operational activities and respond to customer queries within defined TAT. Analyse and complete request for quotation or order booking in a timely and accurate fashion, and ensure compliance to Keysight terms and conditions, export licensing conditions and customer specific procurement guidelines. Work collaboratively with the Sales team, customers, partners & other internal teams to resolve the issue or get the requested information in a timely manner. Ensure proper approvals for any non-standard or specially negotiated terms and conditions and ensure supporting document is attached in the applicable admin system. Establish and maintain effective lines of communication with concerned departments in accepting orders and ensure adherence to the Keysight order acceptance policy and standard or specially negotiated terms and conditions. Receive and understand feedback from the customer. Systematically capture and analyse root causes and trigger initiatives to improve the customer experience. Understand the established key processes in assigned areas; initiate and lead projects to improve quality and customer satisfaction; document work methods and results to avoid rework. Ensure prompt and accurate billings to customer per contract terms and that invoice and revenue recognition is triggered in accordance with SAB101 rules. Ensure effective Management of Business control reports to ensure SOX compliance. Ensure that all transaction documents are qualified and filed to satisfy corporate and legal requirement.