Customer Service Manager

US-DE-Wilmington$97,920 - $153,0005+ years

Job Description

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.

Responsibilities

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.

Qualifications

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

Additional Details

This job has a full time weekly schedule. Applications for this job will be accepted until at least August 7, 2026 or until the job is no longer posted.

The full-time equivalent pay range for this position is $97,920.00 - $153,000.00/yr plus eligibility for bonus, stock and benefits. 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

Agilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.