Customer Service Representative

PRINCIPAL RESPONSIBILITIES AND RELATIONSHIPS: Communicate with customers, coworkers, and other department in a professional, courteous, and friendly way (applies to all communication; written, verbal as well as in person) Reply to customers within 24 hours to all requests to confirm we are working on their request * Applies to all communication, email, phone, voicemail, fax etc.

* Applies to questions; RFQ, PO, update requests and general questions * Confirm receipt and give an estimate of when you will reply with answer Perform customer (3rd party and Inter-co) sales and support duties as assigned to ensure the effective sales and delivery of NOV Brandt products.

This includes, but not limited to: * Respond to all customer requests for quote of Brandt equipment, spare parts and screens as assigned.

* Process all purchase orders for equipment, spare parts and screens as assigned.

* Expediting of orders within the Customer Service group.

* Act as a liaison with customer to resolve any discrepancies or issues * Proactively manage customer expectations * Responsible for all customer satisfaction from RFQ to invoice * Review all inquiries and orders to ensure legal and export compliance * Communicate with all departments to ensure all functions are coordinated including inventory, accounting, logistics, etc.

* Maintain and file copies of orders according to company standards * Work with Quality Control to ensure that all requirements under the QMS are fulfilled * Process Material Return Authorizations with management approval * Help resolve Accounts Receivable issues * Participate in training and development classes as assigned; Training is to be determined by the Supervisor as the need arises.

* Any other duties and tasks as assigned by supervisor or manager.

Review and process Sales Orders based on customer PO.

Review must look for discrepancies that may create problems for a smooth process of order.

(24 hours to get SO created in JDE) * Customer PO number must be correct on Sales Order * Check that price, delivery, quantity, and unit of measure agrees with quote.

* Freight Terms same as on NOV Sales Quote * Review what documentation is asked for in customer PO * Check for any certificate requirements * Look out for terms that cannot be fulfilled as in penalties, door to door requirements etc.

* Check for US Export Compliance; final destination and boycott/anti-boycott regulation.

* Communicate with Supervisor, Manager or Legal if necessary.

Manage your customer needs and expectations by proactively reviewing open orders.

* Review open order report on a weekly basis * Update JDE if orders are past due * Communicate with buyer/expediter to alert that order is late * Proactively inform customer of delays and changes to promised delivery date * Follow up on expiring quotes * Maintain customer file (Buyer contact information) * Set up a back-up CSR and email notification when you are out of office.

NOTE: * Customer Service Representatives could be required to work beyond the minimum 40-hour work week to ensure all schedules and communications are completed in a timely manner.

* The employee will be required to demonstrate minimum acceptable skills.

(See attached Job Analysis) * The company has the right to change and/or add to a job description if they determine that it is necessary.

JOB ANALYSIS List the minimum requirements for this position with an explanation as to why necessary.

* High School Diploma or G.E.D.

equivalent * Computer Experience.

Software to include Microsoft Office and Oracle JD Edwards preferred * Excellent written and oral communication skills.

* High level of organizational skills and attention to detail * Customer Service Experience * Minimum of 45 WPM typing speed required.

* Ability to prioritize and work on multiple projects.

* Ability to work in a fast-paced environment.