Customer Support Coordinator

PRIMARY RESPONSIBILITIES

• Answer and respond to calls from customers efficiently and professionally, explaining possible solutions, and elevating calls to aftermarket business lines as needed.
• Communicating with customers via email/CRM regarding their requests.
• Utilizing software, databases, scripts, and other resources to properly assess & route incoming requests to the appropriate Business Lines. Obtaining additional information as required.
• Working 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 Hours.
• Comply with all NOV Company and HSE policies and procedures, including adhering to attendance expectations & schedule.
• Perform other work-related tasks as assigned.

FACILITY/GROUP SPECIFIC RESPONSIBILITIES

• Understand Regional Aftermarket groups (Service, Condition Monitoring, Spares, Repair, Field Engineering etc.), internal and external customer requirements, and response times.
• Process inquiries coming into the Aftermarket group, ensuring enough information has been obtained from customers to assess the correct handling &/or routing of the request. 
• Assign inquiries to the correct Business Line / NOV Aftermarket entity or redirect to the correct NOV segment for handling.
• Collaborate with other departments and locations in connection with customers and
  administrative tasks.
• Coach and mentor team members supporting internal departmental growth
• Verify warehouse/spare parts availability outside office hours for urgent spare
  parts requests in accordance with Aftermarket Order Management policy.

EDUCATION & EXPERIENCE QUALIFICATIONS

• High School Diploma or GED Equivalent (higher education degree desirable)
• 2+ years’ experience in relevant business (customer service, sales, procurement, logistics, technical support, administrative support, marketing)
• Experience in manufacturing, oil & gas, or another related environment preferable.
• Experience with order management tools is preferred.
• Customer Service and/ or Call Center experience preferred.
• Technical expertise and/ or documentation knowledge will be regarded as an asset.
• Advanced MS 365 Office product knowledge.

JOB REQUIREMENTS

• Ability to pass a drug screen & background check.
• Customer Focus and driven by customer satisfaction.
• Ability to work on a multitude of diverse inquiries ensuring efficient coordination.
• Strong organizational, communication, and time-management skills.
• Excellent interpersonal and communication skills.
• Resourcefulness, creativity and never walk past a problem.
• Must be capable of managing multiple priorities and projects at the same time.
• Ability to drive teamwork between groups and cross functional teams.
• Attention to detail and a commitment to quality.
• Must be able to work under pressure to achieve deadlines.
• Ability to meet or exceed standards as established by the department.
• Ability to adapt and be cross-trained to learn all job duties.

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 cover your entire family (yourself, eligible spouse, and eligible children) as of your first date of hire for as little as $139 per pay period (bi-weekly).
• 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 (for full-time employees).
• All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date).
• All regular full-time employees receive up to 11 paid holidays per year.

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. Coverage options for just yourself as an eligible employee start at as little as $40 per pay period (bi-weekly), and plans that cover your entire family (yourself, eligible spouse, and eligible children) start at $150.50 per pay period (bi-weekly).
• Starting in 2026, FREE MDLIVE virtual visits (when enrolled in a