Posted Position Title Customer Service Coordinator 6

Job Number	1899774
Business	GE Oil & Gas
Business Segment	Oil & Gas
About Us	GE Oil & Gas is a world leader in advanced technologies and services with 43,000 employees in more than 100 countries supporting customers across the industry—from extraction to transportation to end use. Our unrelenting commitment to the environment, health and safety, quality and integrity defines us: it’s The Way We Work. We develop smart solutions for our customers across the oil and gas value chain delivering the innovation, customized service solutions, training programs and technology that helps them to maximize their efficiency, productivity and equipment reliability. We partner with our customers to develop their next generation workforce; help them to fully benefit from the megatrends of natural gas, the growth of subsea and hard-to-reach reserves and the revolution in asset health management. Follow GE Oil & Gas on Twitter @GE_OilandGas.
Career Level	Experienced
Function	Services
Function Segment	Fulfillment Operations
Location(s) Where Opening Is Available	Hungary
City	Fót
Postal Code	2151
Relocation Expenses	No
Role Summary/Purpose	The Inspection Technologies Customer Care team provides enquiry, quotation and order handling services according to the needs of the business. The team operates in multiple sites, supporting sale of Inspection Technologies business measured. It is the major point of customer contact for our business. The Team Coordinator is a leader/doer position has full direct line responsibility for team members, and will report to the Customer Care Site Leader.
Essential Responsibilities	Support site leader to ensure complete operational compliance of team with US and other national governmental regulatory requirements, as well as absolute adherence to GE’s Spirit and Letter operating guidance.Knowledge of International Trade Control, anti-trust and price-fixing, anti-boycott, money-laundering and other compliance issues that GE and its affiliates must abide by when doing business, as they apply to your countries.Be familiar with export controls, customs regulations, LOC requirements, end user statements, and certification request Act as first point of customer support for assigned customers to ensure highest levels of customer satisfaction Solve customer queries and action requests for quotation Prepare regular and ad hoc reports to business leaders for transparency; Proactively engage in process simplification and improvement; Accurately enter customer related data such as orders, address and business details, return requests; Take ownership of administrative and logistics duties as assigned; Operational ownership of regional Inspection Technologies Germany Customer Care team in Fót having major supporting role to site leader in the selection of team members, ensuring appropriate skills, language and personal qualities within the team, to provide great support to customers in the team’s designated sales areas; Scheduling of the team to ensure service level / staff level commitment is met and workload is evenly distributed, including vacation planning, requirements for cover etc in support of site leader; On-going coaching and feedback, together with supporting role to site leader in Session C activities related to team members including rating, salary and training recommendations, together with EMS review and discussion. Agree with Team leader Goals and Objectives for team members (do not have to be unique); Responsible for working with team to generate optimized approaches for team operation, drive Simplification and Operational Efficiency projects that have a direct impact on Customer Service process quality and/or impact on customers. Mapping and/or review comment of mapped processes as they apply to your region; Ensure team generate quotes to a consistent standard meeting specified turn-around targets including instigation of Know Your Customer process flow; First and fast response to inbound communications including owning the tracking and managing of internal & external customer requests that cannot be answered immediately using appropriate case management tools and reporting systems, as well as updating customers with order or other status change information; Ensure team receives and processes customer purchase orders, return requests, training registrations and other service requests meeting specified turn-around targets; Be seen as expert on ERP and other systems used by team members; Monitor weekly (or as requested) performance metrics for the team Minimizing Orders “Received but not booked” WIP, RFQs received but not issues, TAT, Holds, Status requests etc. Monitor and respond to performance of team members’ transactional capabilities; Maintenance of relevant Customer Master data, plus Security/Watch-list checks; First line of support for handling customer issues that have been escalated from team-members Ensure TNPS Customer Satisfaction Surveys are managed within the deadlines. Support follow-ups with Customer Care Leader where required; Work with Finance and Collections teams to improve to Receivables performance by reducing Accounts Receivables past dues value and %; Work in cooperation with team members from Sales, Supply Chain and Finance to help resolve issues, and identify/document/implement/train on process improvements which increase ease of doing business; Interface with PSI, Shipping and Service teams to coordinate shipments of material to meet our customer’s needs and requirements.
Qualifications/Requirements	Bachelor’s degree from an accredited university or college; Strong command of English and German knowledge; A recognized Tertiary Education or Customer Care Industry Qualification is preferred; Proactive, positive thinker, fast learner, accurate, conscientious, energetic, change agent, continuous improver; Excellent soft skills when dealing with external and internal customers; Expertise the Order and Returns Admin process using business ERP and Quotation systems; Experience in intense customer service environment. Previous leadership experience an advantage; Self-confidence – ability to represent function to customers and peers, upper management; Mentor, with ability to develop trust in others; Clear thinker, making decisions based on available data.
Desired Characteristics	ERP / OSB: - Oracle, MfgPro, Steeb, SAP knowledge advantage; E-Commerce experience is an advantage.