Customer Service Coordinator (Night Shift)

Overview

Keysight is a mission-critical design enablement partner for organizations solving the world's most complex engineering challenges. With deep engineering expertise and leading design, emulation, and test solutions, our 16,800 employees help customers in over 100 countries accelerate innovation across communications, automotive, energy, quantum, aerospace and defense, semiconductor, and artificial intelligence markets. Learn more about what we do.

At Keysight, people come together to explore new ideas, challenge what's possible, and advance the technologies defining the future. Here, you'll find opportunities to do your best work, take your career further, and thrive in an award-winning culture. Learn more about our benefits.

Responsibilities

Customer Serv Ops Associate – Shift-Night Job

Order Booking & Validation

• Review and validate Purchase orders (PO/PA) against approved Quotes and contracts.
• Book orders in Salesforce in compliance with commercial, revenue, export, and tax requirements.
• Serve as first point of contact for order-related clarifications.
• Order Corrections & Amendments
• Assess impact of change requests on orders, licenses, and invoices.
• Execute approved corrections in Salesforce, KSM, and Oracle Cloud.
• Coordinate escalations with Sales, Finance, and IT as required.
• License Execution & Delivery
• Generate and validate software licenses using Keysight Software Manager (KSM) (Note: for CAE, change expected as
  
  

licensing delivery transitions to a self-service model).

• Ensure accuracy of entitlement parameters and successful customer delivery.
• Generate temporary licenses based on justified business needs, strictly following official Licensing
  
  

guidelines, approval processes, and compliance requirements.

• Track and manage software and license delivery status across systems, including monitoring orchestration
  
  

progress via the Oracle Cloud Self-Service page to ensure timely delivery. (For: ODE)

• Monitor delivery statuses (Pending, Completed, Failed) and ensure visibility of delivery progress. (For: ODE)
• Coordinate with Sales, Licensing, and IT teams to investigate and resolve delivery-related issues.
• Troubleshoot basic license issues and escalate complex cases.
• Invoice Readiness & Management
• Ensure orders are invoicing-ready with correct commercial parameters.
• Support timely invoice creation and corrections, including credit notes.
• Ensure VAT/GST and local tax compliance in invoicing.
• Compliance, Credit & KYC Execution
• Identify credit holds, extended payment terms, or KYC requirements.
• Ensure orders are booked only after required approvals are obtained.
• Coordinate with Credit Analysts and Compliance teams.
• Stakeholder Coordination & Communication
• Act as liaison between Global Customer Service, Sales, Finance, IT, and Licensing.
• Provide structured status updates and root-cause-based escalations.
• Promote a One-Keysight collaboration mindset.
• Data Quality & System Integrity
• Ensure accuracy of data related to customer, quote, opportunity, and order across Salesforce, KSM, and
  
  

Oracle Cloud.

• Validate data completeness and consistency before order processing. If necessary, work with relevant teams
  
  

(CMD, Sales, Credit & Collections, and KSM).

• Maintain audit-ready documentation and transactional traceability.
• Reporting & Early Issue Detection: Perform interim reporting and data analysis to proactively detect
  
  

operational, licensing, or order-related risks and anomalies until standardized Global detection pages and

dashboards are available.

• Process Improvement & Knowledge Sharing
• Identify recurring operational issues and suggest improvements.
• Contribute to SOPs, training material, and documentation.
• Support onboarding and knowledge transfer within the team.
• Forecast & Pipeline Support
• Support accurate forecasting by ensuring order readiness and clean bookings.
• Highlight risks or delays that may impact revenue recognition or forecast accuracy.
• Collaborate with Sales and Finance during month- and quarter-end close.
• Sales Support & Salesforce Administration
• Provide comprehensive support to Sales by handling Salesforce-related activities and responding to
  
  

administrative requests, including account, opportunity, order, and data maintenance needs.

Scope Note – ODE Hardware Order Booking

• ODE HW order booking support is currently performed by dedicated resources. This responsibility shall
  
  

remain as a separate responsibility for identified individuals in the 3 GEO.

Qualifications

Graduate in any stream

Technical - MS Office suite, Salesforce, Oracle

Communication - English language verbal & written

Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***