Order Management Specialist

DOCUMENT NUMBER:  D001217226 TITLE: SCH.CUSSRV.PROF.II POSITION TITLE: Customer Service Coordinator POSITION CATEGORY: Corporate Functions REPORTS TO (JOB TITLE): Customer Service Manager DUAL REPORT Job Purpose The Customer Support Function 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 SAFETY, SECURITY & COMPLIANCE · Maintains the highest standards of corporate governance, ensuring that all activities are carried out ethically and in compliance with Company’s Security, Compliance & HSE policies, Management System, relevant laws, regulations, standards, and industry practices and complies with the Company’s Rules to Live By · Places Quality, Health & Safety, Security and protection of the Environment as core values while never intentionally placing employees, our processes, customers or the communities in which we live and work at risk · Seeks continual improvement in Health, Safety, Security & protection of the Environment, taking into account responsible care, process vulnerabilities, public, customer and employee inputs, knowledge and technology and best business practices to exceed customer expectations · Supervisors & Managers should demonstrate effective safety leadership for the health and safety arrangements of all subordinates and for any persons visiting them while on the Company premises · 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 Monitorng/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. QUALITY · Responsible for being familiar with the Company's Quality policies and takes an active role in the compliance and improvement of Weatherford’s Management System · Maintains service quality as immediate priorities when working across all areas of the business and continually seeks areas for improvement OPERATIONS · 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 COMMUNICATION · Maintains effective communications with all key stakeholders both internal and where appropriate external · Supervisors & Managers should clearly communicate expectations, roles and responsibilities to their reports FINANCIAL · All employees have an accountability to the organisation to be financially responsible whether they are in charge of a function budget or simply their own expenses · Costs incurred should be within approved budget, processed within agreed time frames & following the relevant financial policy and procedure PEOPLE & DEVELOPMENT · Employees have a responsibility for developing their own careers within the Company including completing all necessary function, compliance & business standards training to enhance their knowledge, skills and experience · Employees should engage on a regular basis with their line manager to discuss their personal performance, objectives and opportunities to enhance their skills and experience to support their career potential · Supervisors are expected to actively engaging their employees to support talent management through Weatherford’s performance management process, including but not limited to talent assessments, succession planning & regular coaching opportunities · Supervisors should collaborate with Human Resources