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.