Outsource Customer Experience Specialist

4 weeks ago

Telford, United Kingdom SCALABLE Network Technologies Full time

Date: Feb 16, 2024- Country: United Kingdom- State / Province: West Midlands- City: Telford- Job Type: Regular- Job ID: 51935Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights to the world’s visionaries and innovators 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. Our technical solutions - and our methods for creating them - help connect and secure the world. Learn more about what we do and how we do it.

Our powerful culture has led to us being independently recognized on Fortune 100’s Best Companies List and we are “Great Place to Work” Certified. We’re driven, collaborative, ethical, and curious, and we value all ideas, especially bold ones. And our culture extends far beyond our own walls. Our corporate social responsibility efforts support our communities, nurture the next generation of engineers, and promote environmental sustainability.

At Keysight, Inclusion, Equity & Diversity is an integral part of our core values. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. We believe everyone should be respected in the workplace and in their communities regardless of race, color, age, gender, sexual orientation, gender identity and expression, ethnicity, religion, disability, veteran status, national origin, or any protected class. We continuously challenge ourselves to grow in our understanding of inclusion by engaging in a wide variety of diversity programs, initiatives, employee network groups and mentoring/development. This is Keysight - People and Culture - YouTube

**Overview**:
As a Specialist in Operations Procurement & Supplier Management at Keysight’s Global Services Organization (KGSO), you will play a pivotal role in enhancing the efficiency of our Service Logistics & Supply Chain (SLSC) operations while ensuring compliance and maximizing customer satisfaction. Focused on the UK calibration and repair customer programs, you will leverage your expertise in supplier management to drive revenue generation and operational excellence. Reporting to the UK repair and calibration business unit, this role offers the opportunity to contribute to Keysight’s success through innovation and proactive operational support.

**Responsibilities**:

- Prioritize and communicate outsource work requirements to customers, ensuring alignment with contractual obligations and attention to detail.
- Provide timely and accurate quotations for sub-contract prices through the Sales system, catering to customer needs.
- Manage the daily prioritization of customer orders, proactively communicating status updates and addressing escalations as needed.
- Respond promptly to customer queries, documenting information for clarity and reference.
- Process new customer requests efficiently, coordinating with suppliers and logistics to ensure timely execution.
- Monitor and manage Turn Around Time (TAT) for outsourced jobs, adhering to customer contractual commitments.
- Handle requests to verify the status of received items or other processing steps for outsourced work.
- Maintain accurate job records and update internal systems with relevant information.
- Adhere to quality procedures, ensuring proper documentation and logging of certificates for auditing purposes.
- Provide on-site support for outsource activities, fostering teamwork and delivering prompt assistance.
- Representing Keysight with professionalism in customer and supplier meetings.
- Collaborate with cross-functional teams to implement process enhancements and drive operational excellence initiatives.

**Qualifications**:

Bachelors Degree or equivalent experience. Typically, 2-4 years of relevant experience for entry to this level. Requires general proficiency with tools, systems and procedures to accomplish job.
Excellent verbal and written communication skills
- Strong quantitative data analysis skills, including proficiency in the use Microsoft Excel, PowerPoint and Word
- Strong understanding of supply chain and/or negotiations is a plus
- Experience working with suppliers and interacting with cross-functional teams
- Demonstrate attention to detail, analytic and consistent execution of the process protocols as required
- Track and report progress results to team members and peers as well management when required
- Experience and proficiency using ERP and CRM systems such as Oracle or SalesForce a plus

**Job Function**:

- Manufacturing**Shift**:
Day Job

**Schedule**:
Full Time (F)

**Travel Required**:
None

**Employment Program**:
Regular

**Duration** (Temp Positions Only)**:

- Not Applicable
- _________________________________________

Careers Privacy Statement

**Keysight is an Equal

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