JOB DESCRIPTION

JOB SUMMARY:



The Customer Service Representative serves as the liaison between our customers, (both internal and external) on behalf of our company while delivering best-in-class customer service. It is the responsibility of the Customer Service Representative to ensure that the customer's expectations are met, and that any difficulties or delays in meeting those expectations are quickly communicated back to the customer professionally and effectively.



RESPONSIBILITIES:



The Customer Service Representative will support our sales channel partners along with our internal sales managers and internal/external customers. This support will include but is not limited to:

• Thorough communication and coordination of inquiries
• Focus on providing a resolution at the first point of contact when possible
• Handle inbound/outbound calls for customers
• Diffuse potential irate customers
• Create solid customer relationships on behalf of the company
• Thorough review of customer carts and purchase orders
• Accurate data entry and processing of orders
• Utilize or assist in managing several purchase order mailboxes
• Advise customers of delays and anticipated ship dates
• Setting up new customer accounts
• Obtaining sales tax exemption certificates as needed
• Performing compliance reviews on all bill-to and ship-to customers
• Timely research of customer complaints of incorrect pricing, sales tax and freight issues and follow-up with issuing credits (if necessary) and providing customers timely feedback and/or copies of credit memos
• Assist in getting customer orders/accounts removed from credit hold in a timely fashion so shipments are not disrupted
• Help to expedite order thru the factory for emergency situations or as necessary
• Acquire product knowledge and know where to find information about company products and services
• Maintain and update systems as necessary
• Determine when to escalate/issues and to whom
• Special projects as may be necessary

QUALIFICATIONS:

• Required: High School diploma
• Preferred, but not essential: some college or a college degree Two years of customer service experience preferred
• Manufacturing knowledge/experience a plus, and/or in-depth JDE experience or ERP system
• Basic typing skills/speed, Internet experience. Intermediate math skills required
• Basic Microsoft Business (Word, Excel, PowerPoint)
• The CSR works closely with all departments: Manufacturing, Purchasing/Planning, Accounting, Credit, Shipping

REQUIRED SKILLS:

• Ability to work with a team in a fast-paced environment
• Ability to multi-task
• Good/Excellent computer skills
• Effective time management
• Excellent written and verbal communication skills
• High level of professionalism
• Willingness to work occasional overtime
• Willingness to work in an office setting from 8 to 5 pm daily

COMPETITIVE 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