Customer Serv Ops Rep

Overview :

This job is part of the Quote to Cash process to support customers interested in buying Keysight Post Sales Service and Support. Experience needed in Q2C domain, managing real time customer issues in a multiregional/ worldwide Backoffice setup. Should have ability to understand explicit and implicit needs of the customers.

Job Details :

- Responsible to create Service and Support agreement quotes for Post Sales Service and Support. Would need to work with multiple teams to understand the business requirements and coordinate to resolve the issues impacting the quoting process.
- Receives and validates the requests in Salesforce and prepare the quotes in Siebel for Post Sales Services such as Hardware Support, Software Support.
- Own the quoting process for various steps such as Account and Contact creation, Customer Screening, Credit Rating, Discount Approvals, Documentation from SOC perspective to meet the business as well as SOX audit needs.
- Work with partner organizations to support the quote preparation process such as GSS team, CMD (Customer Master Database team), Regional SPOCs and contacts for resolving issues of such as Pricing, Discounts, Quantities of service and Support items. Asset ownership for channel Sales, mismatch in customer details across various internal systems etc.
- Understand ERP system interfaces such as Oracle, Siebel and Keysight Software Manager, especially in context of warranties and agreements and support various queries needed to ensure timely quote preparation.
- Request tracking and closure - ensures the end to end and proactive ownership of requests assigned. SLAs of End to end TAT and Accuracy would be critical parameters of performance.
- Process the repair and calibration requests by the customers.
- Regularly review and update the process documentation for the changing business needs/processes and actively participate in any projects and initiatives by providing inputs as an Q2C expert.

Qualifications & Experience:

• Full-time graduate from a reputed university.
• Flexible to work in variable shifts (General/Evening/Night) as per the business needs.
• 3-4 years of relevant experience in Q2C Domain with International B2B/B2C is a must.
• Experience in “Quoting” preferably for Post Sales Service and Support. Quoting experience in Siebel would be an added advantage.
• Proven ability to resolve issues through effective email and verbal communications with Internal partner organizations and end customers - with a customer first mindset.
• Experience of working with stakeholders to resolve complex business issues.
• Expertise in MS OFFICE tools like Word, Excel – Pivots and V Look Ups. Email and Outlook experience a must.

Qualifications & Experience:

• Full-time graduate from a reputed university.
• Flexible to work in variable shifts (General/Evening/Night) as per the business needs.
• 3-4 years of relevant experience in Q2C Domain with International B2B/B2C is a must.
• Experience in “Quoting” preferably for Post Sales Service and Support. Quoting experience in Siebel would be an added advantage.
• Proven ability to resolve issues through effective email and verbal communications with Internal partner organizations and end customers - with a customer first mindset.
• Experience of working with stakeholders to resolve complex business issues.
• Expertise in MS OFFICE tools like Word, Excel – Pivots and V Look Ups. Email and Outlook experience a must.