Customer Service Representative

Principal Responsibilities and Relationships

Communicate with customers, coworkers, and other departments in a professional, courteous, and friendly manner (written, verbal, and in person). Respond to customers within 24 hours to confirm that we are working on their request for all communication including email, phone, voicemail, fax, questions, RFQ, PO, update requests, and general inquiries.

Perform customer (3rd party and Inter‑co) sales and support duties as assigned to ensure effective sales and delivery of NOV Brandt products.

Respond to all customer requests for quotes of Brandt equipment, spare parts, and screens; process all purchase orders for equipment, spare parts, and screens; expedite orders within the Customer Service group; act as a liaison with customers to resolve discrepancies or issues; proactively manage customer expectations; be responsible for customer satisfaction from RFQ to invoice; review all inquiries and orders to ensure legal and export compliance;

coordinate with inventory, accounting, logistics, and other departments; maintain and file copies of orders according to company standards; work with Quality Control to fulfill QMS requirements; process Material Return Authorizations with management approval; help resolve Accounts Receivable issues; participate in training and development classes as assigned; and perform any other duties as assigned by supervisor or manager.

Review and process Sales Orders based on customer POs. Review must look for discrepancies that may create problems for a smooth process of order (24 hours to get SO created in JDE). Ensure customer PO number is correct on the Sales Order; check that price, delivery, quantity, and unit of measure agree with the quote; confirm freight terms match the NOV Sales Quote;

check required documentation; verify certificate requirements; check for terms that cannot be fulfilled such as penalties, door‑to‑door requirements, etc.; check for US Export Compliance; communicate with Supervisor, Manager, or Legal if necessary.

Manage customer needs and expectations by proactively reviewing open orders. Review open order reports weekly; update JDE if orders are past due; communicate with buyer/expediters to alert them to late orders; proactively inform customers of delays and changes to promised delivery dates; follow up on expiring quotes; maintain customer files with buyer contact information; set up a back‑up CSR and email notification when you are out of office.

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

The company has the right to change and/or add to this job description if it is determined necessary.

• High School Diploma or G.E.D. equivalent
• Computer experience with 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