Customer Service Representative Sales Admin Nordics
Skills
About the role
Job Description
The Customer Service Representative (CSR) in the Customer Operations Process Center (COPC) is responsible for managing customer interactions, supporting order processing, and ensuring timely resolution of inquiries and operational issues. The role acts as a key liaison between customers, sales, contracts, and internal operations teams to ensure a seamless end-to-end customer experience.
Key Responsibilities
1. Customer Interaction & Support
Serve as the primary point of contact for customer inquiries via email, phone, or internal systems
Respond to requests related to orders, pricing, delivery, contracts, and service issues
Ensure professional, timely, and accurate communication with customers
2. Order Management
Process customer orders in ERP systems (e.g., SAP)
Validate order details including pricing, quantities, delivery terms, and contract references
Monitor order lifecycle from entry to fulfillment
Coordinate updates or changes (e.g., cancellations, reschedules)
3. Contract & Pricing Support
Escalate discrepancies between contract terms and system pricing
4. Issue Resolution & Escalation
Identify and resolve order-related issues (e.g., backorders, delivery delays, billing errors)
Manage customer complaints and ensure proper follow-up
Escalate complex issues to appropriate teams (Sales, Logistics, Finance, IT)
5. Cross-Functional Coordination
Collaborate with Sales, Contracts, Supply Chain, and Finance teams
Ensure alignment between customer expectations and operational capabilities
Support internal stakeholders with customer-related data and updates
6. Data Accuracy & Compliance
Maintain accurate customer and order data in systems
Ensure compliance with company policies, pricing rules, and contractual terms
Support audits and documentation requirements
7. Continuous Improvement
Identify process inefficiencies and suggest improvements
Support implementation of new tools or processes (e.g., SAP, automation initiatives)
Contribute to knowledge sharing and best practices within the COPC
Qualifications
Required Skills
Bachelor's or Master's Degree or equivalent.
Strong communication skills (written and verbal)
Customer-focused mindset
Attention to detail and accuracy
Problem-solving and analytical skills
Ability to work in a fast-paced, multi-tasking environment
May require ability to read/write in one or more languages.
Technical Skills
Experience with ERP systems (SAP preferred)
Familiarity with CRM/tools (e.g., Salesforce, ticketing systems)
Proficiency in Microsoft Office (Excel, Outlook, Teams)
Experience
Previous experience in customer service, order management, or operations
Experience in a shared service or centralized operations environment (preferred)
Key Competencies
Accountability and ownership
Collaboration and teamwork
Adaptability to change
Customer orientation
Process-driven mindset
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely.
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
Travel Required:
No
Shift:
Day
Duration:
No End Date
Job Function:
Customer Service
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