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Customer Care Agent

  • GE Oil & Gas
  • Experienced
  • Posted 1/24/2017 12:02:13 PM
  • 2819556
  • Job Function: Sales
  • Business Segment: Oil & Gas Regions
Location(s): United States ; Texas; Houston


About Us:

GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE Oil & Gas fuels the future. We push the boundaries of technology to bring energy to the world. We are inventing the next industrial era in the oil and gas sector. In our labs and factories, and in the field, we constantly push the boundaries of technology to solve today’s toughest operational & commercial challenges. We have the skills, knowledge and technical expertise to bring together the physical and digital worlds to fuel the future. GE Oil & Gas is a “fullstream” company, working from exploration and production to downstream. A $19 billion leader designed for a world of complex resources. The deeper, the hotter, the more remote, the more logistically difficult or environmentally sensitive the challenge – the more GE Oil & Gas can help.

Through project management expertise and technology innovation, we work to help lower costs, make things faster, simpler and more productive for our customers.

In today’s era of complex resources, the deeper, the hotter, the more remote, the more logistically difficult or environmentally sensitive the challenge – the more we can help. The GE scale helps us bring new solutions to market quicker to help our customers adapt to the industry’s changing environment.

We go where you go and operate side-by-side in 120 countries. The closer we are to our customers, the quicker we can anticipate and solve their challenges.

We’re at work today, to ensure the next generation is equipped and empowered to go further and deeper, helping to
fuel the future.

Follow GE Oil & Gas on Twitter @GE_OilandGas.
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 Agent will provide first point of contact for price, quotes, orders and general inquiries. Customer Care Agents are accountable for accurate and expeditious entry of orders received from customers and the issue of accurately priced and technically appropriate “standard product/standard service” quotations.

Essential Responsibilities:
In this role you are expected to meet appropriate and realistic targets set by leadership such as quote and order cycle time, block/hold management, cash collections and customer satisfaction.

In the role of Customer Care Agent, you will:

  • Maintain an expert understanding of all policies and order processing procedures as related to new orders, repair, calibration and services
  • Follow appropriate case management processes to record and resolve issues that need to be worked on and cannot be resolved immediately
  • Support on-time delivery and proactively manage the order to meet the commitment
  • Support A/R balance reduction via ARC process management
  • Manage backlog for select products, ensuring proactive communications on delivery issues
  • Establish and maintain a highly effective relationship with sales team, supply chain, engineering, Finance, direct customers and channel partners
  • Drive continuous improvement cross functionally to improve user satisfaction and support account penetration / growth
  • Receive and resolve and/or escalate customer issues and inquiries
  • Develop product knowledge of those products which are being quoted or for which orders are being processed
  • Participate in scheduled and self-directed training to develop and maintain core competencies
  • Ensure compliance and adhere to operational process which ensures compliance with US and other national governmental regulatory requirements
  • Provide phone coverage and work in a team environment to quickly address customer calls
  • Perform all other duties as assigned by a manager

    Qualifications/Requirements:
  • Associate’s Degree in Business or related business discipline from an accredited college or university (OR High School Diploma / GED from an accredited school or institution with a minimum of 3 years of sales or customer care experience in oil & gas, power, heavy equipment or automation & controls)
  • Minimum 1 year of experience in sales or customer care experience in oil & gas, power, heavy equipment, or automation & controls

    Eligibility Requirements:

  • Ability and willingness to work overtime, weekends and holidays, as required
  • Ability and willingness to handle business sensitive and confidential information
  • Ability and willingness to consistently meet daily, weekly and monthly deadlines

    Desired Characteristics:
  • Experienced Customer Service Representative
  • Experience working with sales organizations and customers
  • Experience using business ERP systems (SAP)
  • Experience with case management (Sales Force Dot Com)
  • Computer proficiency (PowerPoint, Excel and other Microsoft Office Programs)
  • Strong written and verbal communication skills
  • Strong problem solving and project management skills
  • Professionalism to interact with internal and external customers
  • Strong customer focus
  • Ability to multi-task and succeed in a fast-paced environment
  • Strong organizational skills
  • Meet and/or exceed all customer requirements in addition to departmental metrics
  • Promote and works well within a team atmosphere and practices shared values
  • Cross functional capability to support other Customer Care locations including phone support,
    general inquiries, quotes and orders
  • Green Belt Certified, or equivalent Quality certification
  • Inside sales experience as well as external sales experience
  • Self-starter – able to work with minimal supervision
  • Experience working with government entities and government sub-contractors
  • Bachelor's Degree from an accredited college or university

    GE looks for innovation everywhere. For 130 years, GE has been at the forefront of innovation, but finding solutions to the world's biggest problems has never been more important than right now. Join us today and become an essential part of the solution! Not just imagining. Doing. GE works.
    Start your career on the right path. Join our results-oriented team at GE Oil & Gas today!

    Locations: United States ; Texas; Houston

    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.

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