Customer Support Coordinator

NOV•Houston, TX

2d•Onsite

About The Position

NOV is a leading provider of technology, equipment, and services to the global oil and gas industry that supports customers’ full-field drilling, completion, and production needs. Since 1862, NOV has pioneered innovations that improve the cost-effectiveness, efficiency, safety, and environmental impact of oil and gas operations. We're continually pushing our own standards higher to deliver the safest, most efficient, and most reliable drilling solutions in the world. Join us as we continue to power the industry that powers the world. NOV Rig Technologies makes and supports the world’s most advanced drilling solutions. To learn more about Rig Technologies products and services, please visit us at https://www.nov.com/about/our-company-structure/rig NOV Aftermarket’s global entry point group is looking for a passionate & detail-oriented Customer Support Coordinator to join our Technical Services team at our Bammel facility. Tier 1 Coordinators are part of our global team, responsible for processing incoming requests, as the first interaction point for our customers regarding inquiries pertaining to their NOV products and services. Coordinators will utilize available knowledge tools and ticketing systems to support the business needs. The ideal candidate should demonstrate the ability to deliver exceptional interactions with our external & internal stakeholders, strong attention to detail, & a proactive approach to problem-solving.

Requirements

High School Diploma or GED Equivalent (higher education degree desirable)
2 plus years experience in relevant business (customer service, sales, procurement, logistics, technical support, administrative support, marketing)
Excellent communication skills, both written and verbal is required
Demonstrated judgment and decision-making ability
Ability to pass a drug screen & background check
Customer Focus and driven by customer satisfaction
Creative & proactive, demonstrating initiative to address & solve problems
Ability to work on a multitude of diverse inquiries ensuring efficient coordination
Capacity to manage multiple priorities and projects at the same time
Strong organizational, communication, and time-management skills
Excellent interpersonal and communication skills
Ability to drive teamwork between groups and cross functional teams
Ability to give and receive feedback in a constructive manner
Attention to detail and a commitment to quality
Ability to meet or exceed standards as established by the department
Ability to adapt and be cross trained to learn all job duties
Advanced MS 365 Office product knowledge

Nice To Haves

Experience in manufacturing, oil & gas, or another related environment preferable
Experience with order management tools is preferred
Customer Service and/ or Call Center experience preferred
Technical expertise and/ or documentation knowledge will be regarded as an asset

Responsibilities

Answer and respond to calls from customers efficiently and professionally, explaining possible solutions, and elevating calls to aftermarket business lines as needed
Communicating with customers via email/CRM regarding their requests
Utilizing software, databases, scripts, and other resources to properly assess & route incoming requests to the appropriate Business Lines. Obtaining additional information as required
Working with warehouse department to arrange for necessary parts to be shipped on urgent orders.
Alerting Service, Spare Parts or Technical Support departments to Rig Down / Urgent requests, especially After Hours
Comply with all NOV Company and HSE policies and procedures, including adhering to attendance expectations & schedule
Ensure compliance with all internal and external policies, including legislative, industry, and company standards
Perform other work-related tasks as assigned
Understand Regional Aftermarket groups (Service, Condition Monitoring, Spares, Repair, Field Engineering etc.), internal and external customer requirements, and response times
Process inquiries coming into the Aftermarket group, ensuring enough information has been obtained from customers to assess the correct handling &/or routing of the request
Assign inquiries to the correct Business Line / NOV Aftermarket entity or redirect to the correct NOV segment for handling
Collaborate with other departments and locations in connection with customers and administrative tasks
Coach and mentor team members supporting internal departmental growth
Verify warehouse/spare parts availability outside office hours for urgent spare parts requests in accordance with Aftermarket Order Management policy
Adhere to the specified business rules defined for Tier 1
Ensure Tier 1 standardized processes are followed in accordance with provided documentation & updated instructions, for internal and external customers alike

Benefits

401(k) Retirement Plan – NOV matches every dollar up to 5% of base pay and overtime for every dollar you invest.
Competitive medical plans that are effective your date of hire. Coverage options for just yourself as an eligible employee start at as little as $40 per pay period (bi-weekly), and plans that cover your entire family (yourself, eligible spouse, and eligible children) start at $150.50 per pay period (bi-weekly).
Starting in 2026, FREE MDLIVE virtual visits (when enrolled in an NOV medical plan).
FREE preventative medical and dental care for the entire family (when enrolled in an NOV medical/dental plan and seeing an in-network physician).
FREE Basic Life and AD&D insurance at 2 times your annual salary (for full-time employees).
All regular full-time employees start with 3 weeks of paid vacation per year (prorated based on start date). Pre-NOV relevant experience (years of service) may be considered for vacation accruals.
All regular full-time employees receive up to 11 paid holidays per year.

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