Customer Serv Ops Associate
Keysight Technologies
Gurugram, IN
1d ago

Internal Job Description

This position will be a part of Global Business Services Business Operations team at Keysight. As part of the Global Sales operations (All regions), the position involves Transaction processing and Reporting and Analysis activities.

Operations tasks may include (but not restricted to) Updating Asset / Product attributes in Oracle, Warranty information on ERP system or similar Transaction processing.

Reporting areas will include extensive use of Excel, and Visualisation tools. Spotfire / Tablue / or equivalent skills) with analysis and MS access understanding.

Also daily Tasks such as exporting Data from ERP systems and representing it in meaningful way. Email Request monitoring and clearance as per SLA and TAT.

Key deliverables would be (and not limited to) :

  • Ensure Daily volume of Asset attribute update in oracle is completed
  • Perform warranty update actions on ERP tool. Will be exposed to Custom / New scenarios based on Business Requirements.
  • Prepare various monthly reporting for distribution channel activities such as Data formatting, Lookups and Pivots using Excel and MS Access.
  • Understanding of Keysight products, BOM, Item price set up, create Email templates in Siebel / Salesforce
  • Responsible to Maintain process documents, regular escalations, process highlights and validations / check control mechanism of work daily.
  • Routing of the escalations submitted by the customers (CIRF) to the responsible teams, in Siebel, and then ensuring the closure and updating to the customers.
  • Ensuring that the follow-ups on customer cases are completed within the SLA Defined and follow up with the Customer Service Reps.
  • and their managers to get any issues resolved.

    Must have

  • Essential to have on hand experience on Microsoft Excel (VLOOKUP, Pivots, formulas, comparing data).
  • Must have experience in International Sales operations.
  • Analytical mindset along with Problem-solving abilities. Demonstrated ability in to work Independently
  • Strong ability to research and analyse data to resolve ad hoc issues.
  • Experience in working in a 24X7 environment and flexible to business requirements.
  • Experience in preparing reports and represent large sets of data as per Business requirements
  • Excellent verbal and written communication skills. with strong presentation and interpersonal skills
  • Adaptable mindset should be able to adapt to Business changes, process changes or train quickly on new systems
  • Preferred skills

  • Previous Experience of working on ERP platforms (Oracle, Siebel, Salesforce) will be a plus.
  • Worked in a global setup, exposed to interact with Internal Customers / stakeholders with some degree of independence.
  • Experience of being a part of Ops Projects and handling Change Requests independently.
  • Quality Six Sigma / Lean experience.
  • Job Qualifications

  • Full time Graduate in Mathematics / Analytics / Commerce or BTech with at least 3-5 years of relevant experience .
  • Prior exposure to International sales operations and asset management or Q2C Life Cycle
  • Shift : Day Job

    Schedule : Full Time (F)

    Travel Required : None

    Employment Program : Regular

    Regular

    Duration (Temp Positions Only) :

    Not Applicable

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