Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.
BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.
With operations in over 120 countries, the company’s global scale, local know-how and commitment to service infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world.
Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at BHGE.com. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Role Summary: The Customer Care Specialist will be a critical member of the Customer Care team, having direct and immediate effects on financial performance, growth & customer loyalty. The successful candidate will be responsible for flow quotation, order booking, order managements and customer communications. In this role, the individual will make decisions and drive actions to resolve issues preventing on-time completion of quotes and orders under their care.
Essential Responsibilities: In the role of Customer Care Agent you will:
Respond to request for price list and lead time quote and actively follow through to conclusion
Own order management throughout all phases of order execution for orders assigned. This includes proactively taking actions to minimize blocked orders and turnaround time by attending team meetings, identifying potential issues to the appropriate function for action, and escalating issues that cannot be resolved at the lowest level
Drive coordination across all entities involved in all orders assigned to the individual to guarantee on-time, complete and accurate order booking and fulfillment
Act as the single point of contact for all customers inquiring to flow orders including but not limited to price, availability, lead times, order status, material returns and replacement, expediting.
Own order entry of all orders assigned
Build customer satisfaction through outstanding relationships with customers. This includes managing any customer visits to the site for inspections and managing any other customer interactions to include changes that may occur
Coordinate issues resolution with the function providing the corrective actions. This requires responsive customer communication with regular updates on progress on behalf of the company
Ensure proper billing is kept through applications of tax certificate, concessions and billing credits
Own order’s metrics such as cycle time to drive effective execution and performance; monitor variances to order metrics to enhance processes
Develop and maintain open orders status report for customer orders fulfillment
Provide support to sales teams and/or channel partners to deliver all orders to the site in order to drive sales growth
Review orders for compliance with BHGE policies to mitigate risk including end-user validation and export orders, etc.
Work with BHGE Finance Collection team to expeditiously resolve open Accounts Receivables and Disputes
Initiate and maintain new customer creation and/or changes to Customer Master Data
Review field issues and conduct research to determine the issue and who the appropriate team members are to help solve the problem and bring resolution to the customer
Manage iStore user creation and password resets to ensure timely order processing
Associate’s Degree from an accredited college or university (OR High School Diploma / GED with a minimum 6 years of experience in a sales or customer care experience in oil & gas, power, heavy equipment, or automation & controls product planning and/or customer service capacity)
Minimum 2 years of sales or customer care experience in oil & gas, power, heavy equipment, or automation & controls product planning and/or customer service capacity
Bachelor’s Degree from an accredited college or university
SAP ERP Experience strongly preferred
Knowledge of Order Management processes
Cross-functional team experience in matrix organizations (GE experience preferred)
Ability to work independently
Ability to multitask
Strong interpersonal skills
Verbal and written communication skills for coordinating with team members and customers
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