Customer Relations Associate

4 weeks ago

Dubai, Dubai, United Arab Emirates Oil and Gas Job Search Ltd Full time

Position Overview

The role of the Customer Service Representative involves executing customer (third-party and inter-company) sales and support responsibilities to ensure the efficient sales and delivery of NOV Brandt products. The key responsibilities include:

  • Addressing all customer inquiries regarding quotes for Brandt equipment, spare parts, and screens as assigned.
  • Processing purchase orders for equipment, spare parts, and screens as designated.
  • Expediting orders within the Customer Service team.
  • Acting as a liaison with customers to resolve any discrepancies or issues.
  • Proactively managing customer expectations.
  • Ensuring customer satisfaction from request for quote (RFQ) to invoicing.
  • Reviewing all inquiries and orders to ensure compliance with legal and export regulations.
  • Coordinating with all departments to ensure seamless operations, including inventory, accounting, and logistics.
  • Maintaining and filing copies of orders in accordance with company standards.
  • Collaborating with Quality Control to meet all requirements under the Quality Management System (QMS).
  • Processing Material Return Authorizations with management approval.
  • Assisting in resolving Accounts Receivable issues.
  • Participating in training and development sessions as assigned, with training determined by the Supervisor as needed.
  • Performing any additional duties and tasks as assigned by the supervisor or manager.

Sales Order Management

Review and process Sales Orders based on customer purchase orders. The review must identify discrepancies that could hinder a smooth order process.

  • Ensure the customer purchase order number is accurate on the Sales Order.
  • Verify that pricing, delivery, quantity, and unit of measure align with the quote.
  • Confirm that freight terms match those on the NOV Sales Quote.
  • Review documentation requirements specified in the customer purchase order.
  • Check for any certificate requirements.
  • Identify terms that cannot be fulfilled, such as penalties or specific delivery requirements.
  • Ensure compliance with US Export regulations, including final destination and boycott/anti-boycott regulations.
  • Communicate with the Supervisor, Manager, or Legal department as necessary.

Customer Relationship Management

Manage customer needs and expectations by proactively reviewing open orders.

  • Review the open order report weekly.
  • Update the system if orders are overdue.
  • Communicate with the buyer/expediter to notify them of late orders.
  • Proactively inform customers of any delays and changes to the promised delivery date.
  • Follow up on expiring quotes.
  • Maintain customer files, including buyer contact information.
  • Establish a backup Customer Service Representative and set up email notifications when out of the office.

Important Notes

  • Customer Service Representatives may be required to work beyond the standard 40-hour work week to ensure timely completion of schedules and communications.
  • The employee is expected to demonstrate minimum acceptable skills as outlined in the Job Analysis.
  • The company reserves the right to modify or expand the job description as deemed necessary.

Required Skills and Competencies

  • High School Diploma or G.E.D. equivalent.
  • Proficiency in computer applications, including Microsoft Office and Oracle JD Edwards preferred.
  • Exceptional written and verbal communication skills.
  • Strong organizational skills and attention to detail.
  • Experience in customer service.
  • Minimum typing speed of 45 WPM required.
  • Ability to prioritize and manage multiple projects simultaneously.
  • Capability to thrive in a fast-paced environment.

Educational Qualifications & Experience

  • High School Diploma or equivalent is required.
  • 1 - 3 years of customer service-related experience in the oil field is preferred.
  • Experience with JD Edwards ERP system is preferred.
  • Strong computer skills, including proficiency in Microsoft Excel, Word, and Outlook.
  • Excellent organizational skills.
  • Strong communication and listening abilities.
  • Fluency in English is required.

Desirable Qualifications

  • Bachelor's or associate degree/diploma in a technical field or equivalent work experience.
  • Experience in solids control.
  • Knowledge of solids control equipment is an asset.

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