Customer Service Operations temporary

At Gi Group, we are currently recruiting a Customer Service Operations Associate to join Agilent in Barcelona. You will work in an international, fast-paced environment, ensuring an excellent end-to-end customer experience through strong operational support and order management.

Your mission

Manage customer interactions, support order processing, and ensure timely resolution of inquiries and operational issues. You will act as a key link between customers and internal teams (Sales, Contracts, Supply Chain/Logistics, Finance, IT).

Key responsibilities

• Customer interaction & support: act as the primary point of contact via email/phone/internal systems; provide professional, accurate and timely communication.
• Order management: process and monitor customer orders in ERP systems (SAP preferred); validate pricing, quantities, delivery terms and contract references; manage updates/changes (cancellations, reschedules).
• Contract & pricing support: identify and escalate discrepancies between contract terms and system pricing.
• Issue resolution & escalation: resolve order-related issues (e.g., backorders, delivery delays, billing errors), manage complaints and follow up through closure; escalate complex cases to the right teams.
• Cross-functional coordination: collaborate with internal stakeholders to align customer expectations with operational capabilities.
• Data accuracy & compliance: maintain accurate customer/order data; ensure compliance with policies and contractual terms; support audits/documentation needs.
• Continuous improvement: identify inefficiencies and suggest improvements; support implementation of new tools/processes (e.g., SAP/automation initiatives).

Requirements

• Bachelor's/Master's degree (or equivalent).
• Previous experience in customer service, order management or operations (shared service / centralized operations experience is a plus).
• Strong communication skills (written and verbal) and customer-focused mindset.
• High attention to detail, analytical and problem-solving skills; ability to work in a fast-paced, multitasking environment.
• Technical skills: ERP experience (SAP preferred), CRM/ticketing tools (e.g., Salesforce), and good command of MS Office (Excel, Outlook, Teams).
• Languages: Spanish and English required. Catalan is a plus.

What we offer

• Working hours: 8:30 AM - 5:30 PM
• Hybrid model: remote Monday & Friday, onsite Tuesday-Thursday.
• First 2 weeks: onsite 5 days.
• Gross annual salary: €28,000
• Estimated start date: 1st September
• Temporary contract duration: 2.5 months (interim replacement + holiday coverage)

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