Customer Service Manager

Job Description

• Provides leadership for customer operation specialists in order fulfilment, quota credit, collections and contracts. 

• Accountable for ensuring strong compliance to SOX/ISO regulations and Agilent Standards of Business Conduct.

• Executes Strategic Intent and implementation of the organization/ business strategic plan. Works closely with Global Functions to ensure strong alignment and delivery to meet regional strategies. Direct design, development, and implementation of organization programs.

• Leads the Organization to meet the high standards expected related to Customer Satisfaction/ACX, Employee Satisfaction/LS, Service Level Agreement/Turn Around Times, and responsiveness to inquiries, operational and financial metrics and upholding policies & procedures. Drives a culture of collaboration, focus and customer intimacy.

• Plans, organizes, directs and controls the activities and resources required to provide innovative business solutions to the defined businesses partners and customers.  Builds a culture of innovation and drives changes that improve the effectiveness and efficiency of the organization to meet customer and business goals.

• Responsible for upholding and driving Agilent’s culture & core values to build a sense of community within the operation and partner organizations.

• Executes plans to ensure the organization has the individual and overall capabilities meet future operational needs and builds a culture where employees are engaged & committed.

• Collaborates with Business Partners in Finance, Order Fulfillment, Sales and other functions to solve problems and provide efficient and streamlined best-in-class service to Agilent’s customer.

• Ensures progressive expansion of the organization´s scalability and steady productivity gains.

Qualifications

• Bachelors or Master Degree or University Degree or equivalent plus demonstrated industry experience integrating the resources of several complex departments or functions

• Typically has 5 years of managerial experience

• Demonstrated ability to lead and transform multi-national organization, build motivated and engaged teams, and sustaining a positive work culture

• Experience in setting a clear and aligned organizational vision

• Demonstrated ability to define and execute strategic plans

• Established track record to define and implement strategies and programs that benefit your area of expertise

• Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution

• Experience working in an audit environment governed by SOX, ISO, and other audit regulations 

• Proven ability to lead large teams and ensure operational excellence across the entire organization

• Customer Services/Operations experience preferred 

• WW or strong Regional experience preferred

• Excellent verbal and written communication skills

• Experience to manage a multi-national team

Attributes:

• Strong in conflict / confrontational management

• Self-drive; display urgency

• Tenacious

• Strong inter-personal skills; Balance between being empathetic and getting things done

• Clear, impactful communication

• Team / Talent development and management - Build a diverse team with the critical skills for current and future business needs

• Encourage strategic thinking, innovation and action from team

• Proficient in software (Microsoft suite, Power BI, Generative AI) with the ability to build insightful dashboards & reports, automate workflows and support data-driven decision making.

Additional Details

This job has a full time weekly schedule.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

No

Shift:

Day

Duration:

No End Date

Job Function:

Customer Service