Customer Support Coordinator
- Answer and respond to calls from customers efficiently and professionally, explaining possible solutions, and elevating calls to aftermarket business lines as needed
- Communicating with customers via email/CRM regarding their requests
- Utilizing software, databases, scripts, and other resources to properly assess & route incoming requests to the appropriate Business Lines. Obtaining additional information as required
- Working with warehouse department to arrange for necessary parts to be shipped on urgent orders.
- Alerting Service, Spare Parts or Technical Support departments to Rig Down / Urgent requests, especially After Hours
- Comply with all NOV Company and HSE policies and procedures, including adhering to attendance expectations & schedule
- Ensure compliance with all internal and external policies, including legislative, industry, and company standards
- Perform other work-related tasks as assigned
- Understand Regional Aftermarket groups (Service, Condition Monitoring, Spares, Repair, Field Engineering etc.), internal and external customer requirements, and response times
- Process inquiries coming into the Aftermarket group, ensuring enough information has been obtained from customers to assess the correct handling &/or routing of the request
- Assign inquiries to the correct Business Line / NOV Aftermarket entity or redirect to the correct NOV segment for handling
- Collaborate with other departments and locations in connection with customers and administrative tasks
- Coach and mentor team members supporting internal departmental growth
- Verify warehouse/spare parts availability outside office hours for urgent spare parts requests in accordance with Aftermarket Order Management policy
- High School Diploma or GED Equivalent (higher education degree desirable)
- 2 plus years experience in relevant business (customer service, sales, procurement, logistics, technical support, administrative support, marketing)
- Experience in manufacturing, oil & gas, or another related environment preferable
- Excellent communication skills, both written and verbal is required
- Demonstrated judgment and decision-making ability
- Adhere to the specified business rules defined for Tier 1
- Ensure Tier 1 standardized processes are followed in accordance with provided documentation & updated instructions, for internal and external customers alike
- Advanced MS 365 Office product knowledge
- Experience with order management tools is preferred
- Customer Service and/ or Call Center experience preferred
- Technical expertise and/ or documentation knowledge will be regarded as an asset
- Ability to pass a drug screen & background check
- Customer Focus and driven by customer satisfaction
- Creative & proactive, demonstrating initiative to address & solve problems
- Ability to work on a multitude of diverse inquiries ensuring efficient coordination
- Capacity to manage multiple priorities and projects at the same time
- Strong organizational, communication, and time-management skills
- Excellent interpersonal and communication skills
- Ability to drive teamwork between groups and cross functional teams
- Ability to give and receive feedback in a constructive manner
- Attention to detail and a commitment to quality
- Ability to meet or exceed standards as established by the department
- Ability to adapt and be cross trained to learn all job duties
- 401(k) Retirement Plan - NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.
- Competitive medical plans that are effective your date of hire. Visit usbenefits.nov.com/cost-for-coverage for more information.
- FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).
- FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).
- FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).
- All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.
- All regular full-time employees receive up to 11 paid holidays per year.
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