Customer Service Admin Senior Specialist

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

The role is transferrable with Organization as per the requirement and fitment of the experience & organization expectation”

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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.

**Data & Process Management:**

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

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

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

**Compliance & Audits:**

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

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

**Process 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 automation 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.

Qualifications

**Required Skills and Qualifications:**

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

• **Experience:** Minimum 4-6 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.

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

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**Preferred Skills:**

• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, high-volume environment.
• Proficiency in SAP CRM/ ECC and other relevant software.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Experience with audits and compliance.
• Ability to manage multiple tasks and prioritize effectively.
• Proactive and results-oriented with a commitment to continuous improvement.
• Experience in automation and RPA tools.

Additional Details

Travel Required:

Shift:

Duration:

Job Function: