Job Description

Job Summary

The Customer Service Representative (CSR) is part of a NOV Brandt team that is committed to meeting or exceeding the needs and expectations of our customers. The CSR is responsible for the day-to-day relationship with our customers. Responsible for quote and order entry of NOV Brandt products.


RESPONSIBILITIES

Communicate with customers, coworkers, and other department in a professional, courteous, and friendly way (applies to all communication; written, verbal as well as in person)


•Reply to customers within 24 hours to all requests to confirm we are working on their request.•

• Applies to all communication, email, phone, voicemail, fax etc.
• Applies to questions; RFQ, PO, update requests and general questions.
• Confirm receipt and give an estimate of when you will reply with answer.

•Perform customer (3• •rd• •party and Inter-co) sales and support duties as assigned to ensure the effective sales and delivery of NOV Brandt products. This includes, but not limited to:•

• Respond to all customer requests for quote of Brandt equipment, spare parts and screens as assigned.
• Process all purchase orders for equipment, spare parts and screens as assigned.
• Expediting of orders within the Customer Service group.
• Act as a liaison with customer to resolve any discrepancies or issues.
• Proactively manage customer expectations
• Responsible for all customer satisfaction from RFQ to invoice
• Review all inquiries and orders to ensure legal and export compliance.
• Communicate with all departments to ensure all functions are coordinated including inventory, accounting, logistics, etc.
• Maintain and file copies of orders according to company standards.
• Work with Quality Control to ensure that all requirements under the QMS are fulfilled.
• Process Material Return Authorizations with management approval
• Help resolve Accounts Receivable issues.
• Participate in training and development classes as assigned; Training is to be determined by the Supervisor as the need arises.
• Any other duties and tasks as assigned by supervisor or manager.

•Review and process Sales Orders based on customer PO. Review must look for discrepancies that may create problems for a smooth process of order. (24 hours to get SO created in JDE)•

• Customer PO number must be correct on Sales Order
• Check that price, delivery, quantity, and unit of measure agrees with quote.
• Freight Terms same as on NOV Sales Quote
• Review what documentation is asked for in customer PO.
• Check for any certificate requirements.
• Look out for terms that cannot be fulfilled as in penalties, door to door requirements etc.
• Check for US Export Compliance; final destination and boycott/anti-boycott regulation.
• Communicate with Supervisor, Manager or Legal if necessary.

•Manage your customer needs and expectations by proactively reviewing open orders.•

• Review open order report on a weekly basis.
• Update JDE if orders are past due.
• Communicate with buyer/expediter to alert that order is late.
• Proactively inform customer of delays and changes to promised delivery date.
• Follow up on expiring quotes.
• Maintain customer file (Buyer contact information)
• Set up a back-up CSR and email notification when you are out of office.

NOTE :


• Customer Service Representatives could be required to work beyond the minimum 40-hour work week to ensure all schedules and communications are completed in a timely manner.
• The employee will be required to demonstrate minimum acceptable skills. (See attached Job Analysis)
• The company has the right to change and/or add to a job description if they determine that it is necessary.

BEHAVIORAL SKILLS/COMPETENCIES REQUIRED

• High School Diploma or G.E.D. equivalent
• Computer Experience. Software to include Microsoft Office and Oracle JD Edwards preferred.
• Excellent written and oral communication skills.
• High level of organizational skills and attention to detail
• Customer Service Experience
• Minimum of 45 WPM typing speed required.
• Ability to prioritize and work on multiple projects.
• Ability to work in a fast-paced environment
EDUCATIONAL QUALIFICATION & EXPERIENCE REQUIRED

Essential

• High School Diploma or Equivalent is required.
• 1 - 3 years Customer Service -related experience in Oil field, preferred.
• JD Edwards ERP system experience preferred,
• Must have strong computer skills including using Microsoft Excel, Word, and Outlook
• Strong organization skills
• Excellent communication and listening skills.
• English Speaking

Desirable

• Bachelor's or associate degree/diploma in a technical field or equivalent work experience
• Solids Control Experience
• Knowledge of Solids Control Equipment an asset.


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