Customer Service Manager

The Customer Service Manager provides leadership to the field sales/ support activities, business groups and/ or corporate organization in the area of sales admin, order fulfillment, support admin, global credit and risk management, collections, inventory management, proposal development and contracts development/negotiation/administration. Plans, organizes, directs and controls the activities and staff required to provide solutions, consulting and controls to one or more defined business areas or processes. Develops organizational strategies to align with those of our external customers/industries/markets and internal business partners. Responsible for and measured on customer satisfaction goals.

• →Provides leadership for AFO CSD and CDD Customer Operations Center (COpC).
• →Accountable for ensuring strong compliance to SOX/ISO regulations and Agilent Standards of Business Conduct.
  Ensuring employee trainings are up to date and prepared for audit.
  Ensure job aids and work instructions are up to date.
• →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.
• →Fosters an environment/work culture focused on Continuous Improvement (CI)
• →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.
• →Builds a strong foundation with the internal team members. Works with the team to drive team results by developing team members by instilling a quality mindset that empowers the team, promotes customer satisfaction, and builds future careers.
• →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. Set up regular check in meetings to build a stronger organization.
• →Ensures progressive expansion of the organization´s scalability and steady productivity gains.

• Bachelors or equivalent work experience
• Demonstrated industry experience integrating the resources of several complex departments or functions
• Minimum of 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
• Excellent verbal and written communication skills