Customer Care Team Coordinator

Are you a Customer Care Specialist looking for a new opportunity
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Do you enjoy being part of a successful team
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Join our Global Customer Service team

Our Customer Service Team delivers Order Entry, Inside Sales and Administration activities, as well as acting as one of the main pre- and after-sales customer contact points, responsible for managing fast and effective exchange of commercial information between Field Sales, Distributors, Supply Chain/Logistics and other departments that exceeds customer expectations.

As a Customer Care Team Coordinator, you will be responsible for:

• Responsible for running and evaluating team performance metrics and operational metrics, while ensuring daily operation of the Customer Care team
• Ensure team generates quotes and orders to a consistent standard to meet specified turn-around targets
• Supporting role to manager in selection of team members, ensure appropriate skills, language and personal qualities within the team, in order to provide great support to customers in the team's designated sales areas.
• Serve as backup for manager in case of his / her absence
• On-going mentoring and feedback to individual team members
• Help identify training, learning & coaching opportunities and needs for all team members
• Supporting role to manager in annual performance evaluation process for individual members
• Organize and lead weekly team meetings to discuss individual and team performance
• Lead and participate in projects in order to ensure smooth introduction of changes and satisfactory resolution of problems, drive standardization and productivity improvement within the team
• Responsible for working with the team to generate optimized approaches for team operation
• Develop, maintain and update Standard Operating Procedures, training manuals and the Customer Knowledge Base if no SME in team
• Ensure all transactions are compliant as per Baker Hughes policies
• Guarantee timely response is given to inbound communications. Own tracking and resolution of internal & external customer requests that cannot be answered immediately by using appropriate case management tools, reporting systems. Update customers with order or other status change information on a regular and timely basis
• Maintenance of relevant Customer Master data, plus Security/Watch-list checks if no SME.
• Work in close partnership with sales teams. Provide information on performance and customer related issues
• Represent team as necessary in internal and external audits
• First line of support for handling customer issues that have been escalated from team-members (if no SME)

Fuel your passion

To be successful in this role you will:

• Bachelor's degree from an accredited university or college in related area (or a high school graduate/GED or equivalent with at least 10 years of relevant work experience)
• Proactive, positive thinker, fast learner, accurate, conscientious, energetic, change agent, continuous improver
• Excellent soft skills when dealing with external and internal customers
• Ability to articulate complex process problems
• Ability to navigate ambiguity and drive projects and issues to a clear conclusion
• Have the knowledge, skills, and abilities required to perform given responsibilities and tasks as related to the scope of practice
• Experience in a customer care environment
• Able to represent team to customers, peers and other functions
• Mentor, with ability to develop trust in others
• Fluent English language knowledge (written and verbal)

Desired requirements:

• One other European language skill fluently written and verbal
• Minimum 24 months of tenure with the company in Customer Care
• Using different ERP system
  • OSB: SAP
  • Case management system: Salesforce.com
  • Call management system: CMS
  • Use of Security Check platform
  • Office Communications: Microsoft Office Applications

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Baker Hughes Company 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.

The Baker Hughes internal title for this role is: Sales Professional - Customer Care About Us:
We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward - making it safer, cleaner and more efficient for people and the planet.

Join Us:
Are you seeking an opportunity to make a real difference in a company that values innovation and progress
• Join us and become part of a team of people who will challenge and inspire you! Let's come together and take energy forward.

Baker Hughes Company 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.