Customer Service & Aftermarket Representative

The role has a direct impact on sales conversion, customer satisfaction and business reputation through the quality, accuracy and timeliness of all customer interactions, quotations and orders.

The position also requires maintaining a strong relationship with the external sales team to follow up on leads, offer support and further develop all customer relationships through email, calls and customer visits.

Responsibilities

• Take ownership of customer sales opportunities from initial inbound phone or email enquiry through to quotation, order entry and fulfilment, ensuring all enquiries are responded to professionally and within agreed timeframes.
• Prepare accurate quotations that meet customer requirements and proactively follow up opportunities to maximise sales conversion and customer satisfaction.
• Process customer orders accurately, ensuring pricing, quantities, lead times and technical requirements are correct while maintaining exceptional attention to detail in all customer communications and system transactions.
• Provide exceptional customer service through phone and email interactions, building strong internal and external customer relationships, whilst delivering a positive customer experience.
• Understand customer requirements and urgency, resolving issues promptly and escalating concerns where necessary while maintaining ownership of the customer's experience.
• Take personal responsibility for the quality, accuracy and timeliness of work, recognising the direct impact on customer satisfaction and business performance.
• Maintain accurate customer records and sales activity within CRM and ERP systems.
• Liaise effectively with internal departments and global teams to coordinate and fulfil customer requirements.
• Develop and maintain knowledge of company products, applications and customer industries.
• Interpret pump exploded views and identify appropriate spare parts and components for pumping equipment.
• Follow NOV policies, procedures and customer portal requirements, while remaining adaptable to evolving responsibilities, including customer site visits when required.

Qualifications

• High School Certificate (min)
• Additional qualifications welcome and advantageous

• The successful applicant will have a professional attitude, high attention to detail and a willingness to learn. 

• 1-3 Yrs of previous experience in customer service, sales administration, spare parts/service or similar technical role

To be successful in this role your skills and knowledge will include:

• Customer service or office administration experience
• Computer literate with a sound knowledge of Microsoft Outlook, Word and Excel
• Knowledge of ERP software such as JDE, D365 or the ability to learn new programs quickly
• Ability to organise and plan independently
• Good communication ability, verbal and written
• High attention to detail and accuracy
• Great time management skills
• Ability to work unsupervised and remain on task
• Ability to problem solve
• Understanding of Mechanical Equipment an advantage
• Background in maintenance of mechanical equipment highly beneficial 

 

Every day, the oil and gas industry’s best minds put more than 150 years of experience to work to help our customers achieve lasting success.

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