Customer Support Coordinator

Job DescriptionAbout NOV and Rig TechnologiesNOV is a leading provider of technology, equipment, and services to the global oil and gas industry that supports customers’ full-field drilling, completion, and production needs. Since 1862, NOV has pioneered innovations that improve the cost-effectiveness, efficiency, safety, and environmental impact of oil and gas operations. We're continually pushing our own standards higher to deliver the safest, most efficient, and most reliable drilling solutions in the world. Join us as we continue to power the industry that powers the world.NOV Rig Technologies makes and supports the world’s most advanced drilling solutions. To learn more about Rig Technologies products and services, please visit us at https://www.nov.com/about/our-company-structure/rigJob SummaryNOV Aftermarket’s global entry point group is looking for a passionate & detail-oriented Customer Support Coordinator to join our Technical Services team at our Bammel facility.Tier 1 Coordinators are part of our global team, responsible for processing incoming requests, as the first interaction point for our customers regarding inquiries pertaining to their NOV products and services. Coordinators will utilize available knowledge tools and ticketing systems to support the business needs. The ideal candidate should demonstrate the ability to deliver exceptional interactions with our external & internal stakeholders, strong attention to detail, & a proactive approach to problem-solving.Primary ResponsibilitiesAnswer and respond to calls from customers efficiently and professionally, explaining possible solutions, and elevating calls to aftermarket business lines as neededCommunicating with customers via email/CRM regarding their requestsUtilizing software, databases, scripts, and other resources to properly assess & route incoming requests to the appropriate Business Lines. Obtaining additional information as requiredWorking with warehouse department to arrange for necessary parts to be shipped on urgent orders.Alerting Service, Spare Parts or Technical Support departments to Rig Down / Urgent requests, especially After HoursComply with all NOV Company and HSE policies and procedures, including adhering to attendance expectations & scheduleEnsure compliance with all internal and external policies, including legislative, industry, and company standardsPerform other work-related tasks as assignedFacility/Group Specific ResponsibilitiesUnderstand Regional Aftermarket groups (Service, Condition Monitoring, Spares, Repair, Field Engineering etc.), internal and external customer requirements, and response timesProcess inquiries coming into the Aftermarket group, ensuring enough information has been obtained from customers to assess the correct handling &/or routing of the requestAssign inquiries to the correct Business Line / NOV Aftermarket entity or redirect to the correct NOV segment for handlingCollaborate with other departments and locations in connection with customers and administrative tasksCoach and mentor team members supporting internal departmental growthVerify warehouse/spare parts availability outside office hours for urgent spare parts requests in accordance with Aftermarket Order Management policyEducation & Experience QualificationsHigh School Diploma or GED Equivalent (higher education degree desirable)2 plus years experience in relevant business (customer service, sales, procurement, logistics, technical support, administrative support, marketing)Experience in manufacturing, oil & gas, or another related environment preferableExcellent communication skills, both written and verbal is requiredDemonstrated judgment and decision-making abilityAdhere to the specified business rules defined for Tier 1Ensure Tier 1 standardized processes are followed in accordance with provided documentation & updated instructions, for internal and external customers alikeTECHNICAL COMPETENCIESAdvanced MS 365 Office product knowledgeExperience with order management tools is preferredCustomer Service and/ or Call Center experience preferredTechnical expertise and/ or documentation knowledge will be regarded as an assetBEHAVIORAL COMPETENCIESAbility to pass a drug screen & background checkCustomer Focus and driven by customer satisfactionCreative & proactive, demonstrating initiative to address & solve problemsAbility to work on a multitude of diverse inquiries ensuring efficient coordinationCapacity to manage multiple priorities and projects at the same timeStrong organizational, communication, and time-management skillsExcellent interpersonal and communication skillsAbility to drive teamwork between groups and cross functional teamsAbility to give and receive feedback in a constructive mannerAttention to detail and a commitment to qualityAbility to meet or exceed standards as established by the departmentAbility to adapt and be cross trained to learn all job dutiesCOMPETITIVE BENEFITS: (visit usbenefits.nov.com for more information about our benefits offerings)401(k) Retirement Plan – NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.Competitive medical plans that are effective your date of hire. Visit usbenefits.nov.com/cost-for-coverage for more information.FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.All regular full-time employees receive up to 11 paid holidays per year.