Customer Service Representative

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.

1. High School Diploma or G.E.D. equivalent
2. Computer Experience. Software to include Microsoft Office and Oracle JD Edwards preferred
3. Excellent written and oral communication skills.
4. High level of organizational skills and attention to detail
5. Customer Service Experience
6. Minimum of 45 WPM typing speed required.
7. Ability to prioritize and work on multiple projects.
8. Ability to work in a fast-paced environment.�