Customer Service

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.

Responsible for interfacing with customers, logistics, manufacturing and/or sales or service representatives to handle a variety of pre-sales or post-sales service functions. Responds to and /or helps Agilent trade customer and internal customers in areas such as product/service order fulfilment processes, customer service requests such as end-to-end order status management, repair /calibration requests, product changes or returns, accounts receivable collections, invoicing requirements, contract issues/administration, or lease administration. May act as lead for team responsible for booking orders and/or processing quotes in a factory environment, order fulfilment activities may include monitoring inventories and coordination of delivery of factory products. Resolves problems by applying established policies, procedures, and tactics.

• Typically, minimum of 4-5 years relevant experience for entry to this level.
• As and ICB Associate for India Instrument individual need to Liaison with Customer, Channel Partner & all Internal Partners (Sales, C&C, Global Trade, Logistics, OFS, Tax, CSO, GSCC) to ensure all information is available to warranty accurate booking of orders and revenue in accordance with established procedures and guidelines
• Complete knowledge of the India Logistics - with a thorough knowledge of India Local Tax structure, customs rules, reviewing of Tender Documents.
• Participation in Global as well as Local Projects
• Supports the Team as Subject Matter expert – with adequate floor support and Training to be delivered along with core job
• Sharing and maintaining trackers with regular publishing of Key metrics dashboard
• Handling process escalations with RCA/CAPA
• Identify process gaps and Conduct knowledge/calibration sessions
• Driving COPC and ISO requirements
• Generate continuous process improvement ideas