Customer Service Representative - Willis Texas

Company: NOV, Inc.
Location: Willis, Texas
Posted On: 04/26/2024

Job Description

PRINCIPAL RESPONSIBILITIES AND RELATIONSHIPS:

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 (3rd 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.
          
          JOB ANALYSIS
          
          List the minimum requirements for this position with an explanation as to why necessary.
          
        • 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. More...

              

          ---

          Register an account with us and set up job agents! We'll email you immediately when jobs like this are posted on our site.

          ---