Order Management Specialist

DOCUMENT NUMBER:  D001217226

TITLE: SCH.CUSSRV.PROF.II

POSITION TITLE:           Customer Service Coordinator

POSITION CATEGORY:  Corporate Functions

REPORTS TO (JOB TITLE):           Customer Service Manager

DUAL REPORT             

Job Purpose                                       

The Customer Support Function is responsible for providing  support and assistance to customers regarding delivery and collection of supplied Tools and documentation of complete job package. This role involves effectively resolving customer inquiries, managing customer relationships, and collaborating with cross-functional teams to deliver exceptional customer service. The Customer Support Function is expected to have a understanding of downhole tools and the industry with great computer skills. Possess strong communication and problem-solving skills.

Roles & Responsibilities

SAFETY, SECURITY & COMPLIANCE

·Maintains the highest standards of corporate governance, ensuring that all activities are carried out ethically and in compliance with Company’s Security, Compliance & HSE policies, Management System, relevant laws, regulations, standards, and industry practices and complies with the Company’s Rules to Live By

·Places Quality, Health & Safety, Security and protection of the Environment as core values while never intentionally placing employees, our processes, customers or the communities in which we live and work at risk

·Seeks continual improvement in Health, Safety, Security & protection of the Environment, taking into account responsible care, process vulnerabilities, public, customer and employee inputs, knowledge and technology and best business practices to exceed customer expectations

·Supervisors & Managers should demonstrate effective safety leadership for the health and safety arrangements of all subordinates and for any persons visiting them while on the Company premises

·Collaborate with customers to identify their specific tool requirements and provide accurate product recommendations.

·Address customer inquiries and resolve technical issues promptly and effectively, ensuring customer satisfaction.

·Coordinate with Dispatcher & Ops. Coordinator and arrange Delivery/Backhaul of supplied tools to Rig.

·Always include Application Engineer, Operations Coordinator, to ensure seamless delivery of products and services.

·Create JDE tool delivery/Return ticket prior to dispatch.

·Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions.

·Day to day Monitorng/Reporting of Operating Hours for assigned rigs against provided tools.

·Participate HSE/SQ meetings, conferences, and trade shows to promote products and build strong customer relationships.

·Assist in the development and implementation of standardized processes and procedures to enhance customer support operations.

·Collaborate with the product development team to provide insights and feedback on customer requirements and market needs.

QUALITY

·Responsible for being familiar with the Company's Quality policies and takes an active role in the compliance and improvement of Weatherford’s Management System

·Maintains service quality as immediate priorities when working across all areas of the business and continually seeks areas for improvement

OPERATIONS

·Exchanges advanced technical information and ideas effectively; uses tact and diplomacy when dealing with own and other teams

·To report any unsafe behaviors to their immediate supervisor or safety representative

·Authority on QHSE grounds to stop operations or delivery of product or service on the existence of an immediate risk of harm to personnel, environment, company property or other circumstances which may negatively affect product/service quality

COMMUNICATION

·Maintains effective communications with all key stakeholders both internal and where appropriate external

·Supervisors & Managers should clearly communicate expectations, roles and responsibilities to their reports

FINANCIAL

·All employees have an accountability to the organisation to be financially responsible whether they are in charge of a function budget or simply their own expenses

·Costs incurred should be within approved budget, processed within agreed time frames & following the relevant financial policy and procedure

PEOPLE & DEVELOPMENT

·Employees have a responsibility for developing their own careers within the Company including completing all necessary function, compliance & business standards training to enhance their knowledge, skills and experience

·Employees should engage on a regular basis with their line manager to discuss their personal performance, objectives and opportunities to enhance their skills and experience to support their career potential

·Supervisors are expected to actively engaging their employees to support talent management through Weatherford’s performance management process, including but not limited to talent assessments, succession planning & regular coaching opportunities

·Supervisors should collaborate with Human Resources & Training Development to drive strategies for the recruitment & retention of key personal & to foster an environment that supports the attraction & retention of a high performing talented workforce

VISION & LEADERSHIP

·Demonstrates leadership, ethical behaviour and adherence to Weatherford standards at all times

Experience & Education

REQUIRED

·Bachelor's degree or Diploma.

·Previous experience in a customer support role within the oil and gas industry, preferably with downhole tools.

·In-depth knowledge of downhole tools, their applications, and industry standards.

Knowledge, Skills & Abilities

REQUIRED

·Strong problem-solving and troubleshooting skills.

·Excellent verbal and written communication skills, with the ability to convey technical information effectively.

·Proven ability to build and maintain strong customer relationships.

·Proficiency in JDE tools and other relevant software applications.

·Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

·Willingness to travel to customer sites and attend industry events as required.

·Strong attention to detail and organizational skills.

Travel Requirement: This role may require domestic and potentially international travel of up to:  <10%

JOB DESCRIPTION SCOPE

This job description’s purpose is to offer some details on the scope and depth of the role and its interaction with other roles with the organisation, through a focus on key criteria. It cannot capture the entire scope of the role. The document is generic in nature and offers consistency in role content from the early career level to more senior levels. The Company’s expectation is that the holder of the role understands and accepts that its expectations will be potentially greater from those in more senior roles than those at an early stage of their career. Responsibilities may well be greater and their decisions will have greater impact on the function and organisations performance. The Company reserves the right to amend the content of the job description to better reflect the changing scope of the role with or without notice.

HUMAN RESOURCES ADMINISTRATION

CAREER PATH                                                                                  LEVEL

EXECUTIVE                                                                                                                    I - V                      Make Selection

Holds management accountability for a business, division, major geography, corporate function or major corporate sub-function. Develops, establishes & approves long terms strategy for the area managed

MANAGEMENT                                                                                                              I – V                     Make Selection

Achieves goals through the work of others. Responsibilities inc; performance management, merit review, training & development. Focus is on managing others and applying operational or strategic management skills

PROFESSIONAL                                                                                                              I - VII                    Level II

Applies a theoretical knowledge-base to work in order to achieve goals through own work. Characterised by specific functional expertise, typically gained through formal education. May provide guidance to others using technical expertise

TECHNICAL                                                                                                                    I – V                     Make Selection

Performs technical work, often in support of professional roles. Requires vocational training or the equivalent experience. Performs duties according to established procedures

SUPPORT                                                                                                                      I – V                     Make Selection

Performs clerical or administrative work, requires vocational training or the equivalent experience and performs duties according to established procedures

OPERATIONS                                                                                                                 I – V                     Make Selection

Performs operational, craft or manual tasks. Typically requires vocational training, apprenticeship or equivalent experience. Performs task according to established procedures.

GEOZONE ADDENDUMS

The job description template is a generic document designed to improve the quality, consistency and accuracy of the information regarding the Company’s expectations for the position. Individual countries may have some regulatory requirements that are required to be included in the job description. Any specific country requirements are captured in their specific Geozone addendum, which should be issued to the employee with the job description document.