The Order Management Specialist is responsible for providing support and assistance to customers regarding delivery and collection of supplied Tools and documentation of complete job package. This role involves effectively resolving customer inquiries, managing customer relationships, and collaborating with cross-functional teams to deliver exceptional customer service. The Customer Support Function is expected to have a understanding of downhole tools and the industry with great computer skills. Possess strong communication and problem-solving skills.

 

Roles & Responsibilities

 

·         Collaborate with customers to identify their specific tool requirements and provide accurate product recommendations.

·         Address customer inquiries and resolve technical issues promptly and effectively, ensuring customer satisfaction.

·         Coordinate with Dispatcher & Ops. Coordinator and arrange Delivery/Backhaul of supplied tools to Rig.

·         Always include Application Engineer, Operations Coordinator, to ensure seamless delivery of products and services.

·         Create JDE tool delivery/Return ticket prior to dispatch.

·         Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.

·         Day to day Monitoring/Reporting of Operating Hours for assigned rigs against provided tools.

·         Participate HSE/SQ meetings, conferences, and trade shows to promote products and build strong customer relationships.

·         Assist in the development and implementation of standardized processes and procedures to enhance customer support operations.

·         Collaborate with the product development team to provide insights and feedback on customer requirements and market needs.

·         Exchanges advanced technical information and ideas effectively; uses tact and diplomacy when dealing with own and other teams

·         To report any unsafe behaviors to their immediate supervisor or safety representative

·         Authority on QHSE grounds to stop operations or delivery of product or service on the existence of an immediate risk of harm to personnel, environment, company property or other circumstances which may negatively affect product/service quality

 

Experience & Education

 

REQUIRED

·         Bachelor's degree is preferred or equivalent experience

·         Minimum 3-5 years experience in a customer support role within the manufacturing or technical industry.

·         In-depth knowledge of downhole tools, their applications, and industry standards.

·         Strong problem-solving and troubleshooting skills.

·         Excellent verbal and written communication skills, with the ability to convey technical information effectively.

·         Proven ability to build and maintain strong customer relationships.

·         Proficiency in JDE, SAD or ERP tools and other relevant software applications.

·         Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

·         Strong attention to detail and organizational skills.

 

 

 

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