Customer Service Manager

PRIMARY RESPONSIBILITIES

• Partner with the sales, marketing, and commercial organizations to correlate and align with the business decisions and identified strategies. 
• Develop, issue, and manage tender documents. 
• Negotiate contract commercial terms ensuring they meet requirements. 
• Work on difficult issues regarding client complaints and other issues. 
• Mediate cross-functional teams during contract tendering, formation, administration, and negotiation
• Management of predictive analytics with a focus on developing the integrated planning process for the product lines   
• Analyze and manage historical demand plus future growth strategies to build financial forecast.     
• Lead development of predictive, prescriptive, and descriptive analytical skills in development of sales and inventory forecasting 
• Generate cost proposal, timeline, and work plan by applying technical knowledge and expertise of product lines.   
• Use industry techniques and practices to establish fair and reasonable pricing positions and negotiation ranges.   
• Develop and recommends product positioning, packing, and pricing strategy to produce the highest possible long-term market share.
• Develop an understanding of the pricing models and principles used to arrive at collective pricing decisions and business propositions.
•  Establish improvement through process innovation and integration and contribute to the overall growth strategy, strategic planning, and success of the organization.   
• Communicate with appropriate departments and personnel to ensure a high level of service with distributors, representatives, and customers.   
• Effectively maintain team’s credibility and confidence with customer‘s order backlog. 
• Review and update all backlog documentation per ISO900 procedures.   
• Prepare and modify negotiation plans and provides program management for negotiating proposals and contract agreements between the company and customers ensuring adherence to company policies and procedures.    
• Responsible for interpreting agreement terms and conditions and identifying potential issues,
• Comply with all NOV Company policies and procedures established by the Quality Management System, HSE, as well as all other corporate guidelines.
• Perform other work-related tasks as assigned
• Manage team of employees by providing coaching, performance management, development, and job experience on a daily/ongoing basis ensuring deliverables are met.
• Plan, organize, implement, and support team centered continuous improvement activities. 

FACILITY/GROUP SPECIFIC RESPONSIBILITIES

• Working with legal, coordinating contracts, reviewing contracts.

EDUCATION & EXPERIENCE QUALIFICATIONS

• Technical Education
• High School Diploma or GED Equivalent
• 3-5 years’ experience in manufacturing environment preferable
• Higher education degree (desirable)
• Sales Specialization (desirable)

JOB REQUIREMENTS

• Customer Service Excellence
• Microsoft Office 
• ERP System Experience
• Oil and Gas Technical Knowledge (desirable)

BEHAVIORAL COMPETENCIES

• Approachability
• Composure
• Customer Focus
• Integrity and Trust
• Negotiation
• Presentation Skills
• Written Communication
• Drive for Results
• Conflict Management
• Listening

TECHNICAL COMPETENCIES

• Product Specific Knowledge for each Department 
• Planning and production control training
• Oil and Gas Technical knowledge (desirable)

 

Competitive Benefits (visit usbenefits.nov.com for more information about our benefits offerings)

• 401(k) Retirement Plan – NOV matches every dollar up to 4% 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 $125 per pay period (bi-weekly)
• Employees and their spouse enrolled in a medical plan can receive up to $350 (pre-tax) each per year for participating in Choose Well-being Rewards 
• 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