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.