Description
Responsibilities:? Providing help and advice to customers using your organisation's products or services.
? Communicating courteously and coordinating with both external and internal customers by telephone, e-mail, letter and face to face, and follow up on customer interactions.
? Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by sales, operations or customer service/inside sales supervisor/assistants and provide reports where required.
? Manage and provide support, guidance and direction to Operations and Inside Sales
department.
? Approval of purchase orders and customer orders.
? Liaise with the Customer Service Manager at the Houston HQ on internal and external customer orders and provide direction and priority.
? Works with technical advisors, engineering, manufacturing, sales, and purchasing to ensure that quotations are produced in a timely manner.
? Meeting with other managers to discuss possible improvements to customer service/inside sales.
? Travel throughout the region providing support and guidance as required.
? Manage and be responsible for price list, and terms and conditions for region.
? Monitor and analyses ISO reports and other statistical data to determine the customer service that your organisation provides.
? Enhancing customer service procedures, policies and standards for your departments.
? Training staff to deliver a higher standard of customer service.
? Perform other duties as assigned by Manager.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organisation's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and counselling employees; addressing complaints and resolving problems.
Education/ Experience:
Educated to a university level; and a minimum of seven years related experience; or equivalent combination of education and experience. A minimum of five years' sales, technical and/or engineering experience in oilfield equipment and specific experience in packers and/or downhole tools preferred. Experience in a manufacturing environment preferred.
Must have direct experience in establishing growth opportunities for an oilfield related business venture. Knowledge of customer service principles and practices.
Other Skills:
Ability to work under a minimum of supervision. Ability to read and understand engineering drawings as they pertain to assembly of inflatable and swellable packers or related downhole tools.
Must demonstrate effective organisation and time management skills.
Candidate must have excellent IT skills in MS Office products to include Word and Excel and other related systems. Familiarity with computer networks and email.
Key Competencies:
? Interpersonal Skills
? Communication Skills (verbal and written)
? Listening Skills
? Problem Analysis and Problem Solving
? Attention to Detail and Accuracy
? Customer Service Orientation
? Adaptability
? Initiative
? Stress Tolerance