Customer Service Operations Representative – Keysight Technologies, Inc. – Full Job Description

Company: Keysight Technologies, Inc.
Location: India
Job Type: Part-time, Full-time
Salary: Part-time

Overview: Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do. Our powerful, award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. Diversity, equity & inclusion are integral parts of our culture and drivers of innovation at Keysight. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Responsibilities:

Primary Function: As a key member of the Customer Contact Center (CCC) delivery chain, the Commercial Services Representative fulfills a dual role in Customer Service and Customer Relations. This position serves as a center of excellence for managing and processing quotes and orders, while also maintaining direct communication with customers. The role involves interfacing with the Delivery organization, Sales, service representatives, and partners to handle various order management tasks. It provides end-to-end responsibility in the quote-to-cash process and acts as a unique focal point for specific customers and/or businesses. The representative understands requests and processes transactions through Keysight systems, ensuring compliance with Keysight policies and customer-specific requirements.

Key Responsibility Areas:

• Serve as the primary contact for post-sales queries, including support orders, quotations, change requests, and account receivable collections, addressing issues and resolving problems.
• Process contract quotations and orders within the defined turnaround time (TAT).
• Collaborate with sales team, customers to resolve issues or obtain requested information promptly.
• Maintain a friendly and customer-focused tone in all interactions to ensure customer satisfaction.
• Analyze and respond to customer requests for quotations accurately and promptly, ensuring compliance with Keysight terms and conditions, export licensing conditions, and customer-specific procurement guidelines.
• Obtain necessary approvals for non-standard or specially negotiated terms and conditions, ensuring all supporting documents are attached in the applicable administrative system.
• Establish and maintain effective communication with relevant departments to accept orders and ensure adherence to Keysight’s order acceptance policy and negotiated terms and conditions.
• Receive and understand customer feedback, working with customers and partners as needed to resolve issues.
• Systematically capture and analyze root causes of issues, initiating improvements to enhance the customer experience.
• Understand key processes in assigned areas, leading projects to improve quality and customer satisfaction, and documenting work methods to avoid rework.
• Manage business control reports effectively to ensure SOX compliance.

Qualifications:

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***Keysight is an Equal Opportunity Employer.***

• Graduate or post-graduate in any discipline with 5-6 years of experience in Commercial Services.
• Prior experience working with ERP platforms, preferably Oracle Order Management and Salesforce.
• Excellent verbal and written communication skills.
• Strong analytical skills to understand customer requirements and translate them into order specifications.
• Proficient in customer service.
• Advanced knowledge of MS Excel.
• Ability to work effectively in a high-pressure environment, with a results-oriented mindset and a strong desire to contribute to the business.
• A good team player, capable of working closely with other team members.
• Experience with quality methodologies is preferred.

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