Services Customer Care Representative

Baker Hughes • Skaneateles, NY

1d

About The Position

Delivering Exceptional Customer Care Through Precision, Ownership, and Service Excellence? Do you enjoy being the trusted point of contact who keeps customers informed, supported, and satisfied? Partner with the Best Baker Hughes stands as a leading global energy technology company, delivering innovative solutions that make energy safer, cleaner, and more efficient across the entire value chain. Operating in more than 120 countries, the company blends deep industrial expertise with advanced engineering and digital technologies to support energy production, transformation, and decarbonization. With over a century of heritage, Baker Hughes partners with customers in oil and gas, industrial sectors, and emerging energy markets to accelerate progress toward a more sustainable energy future. Fuel Your Passion As part of Waygate Technologies, the Services Customer Care Representative plays a critical role in ensuring seamless, high‑quality support for customers across service and spare‑parts operations. You will be contributing to a customer‑focused environment that values accuracy, responsiveness, and operational excellence. By managing inquiries, quotations, returns, and order processes, you will help strengthen customer satisfaction and uphold the integrity and compliance standards that define Baker Hughes. As a Services Customer Care Representative, You Will Be:

Requirements

• Have a proactive, positive mindset with strong attention to detail and commitment to continuous improvement
• Have a college degree
• Have excellent interpersonal and communication skills for both internal and external interactions
• Have working knowledge of Inquiry‑to‑Order (ITO) and Order‑to‑Delivery (OTD) cycles within ERP and quotation systems
• Have experience in demanding customer service environments; prior customer care experience preferred
• Have confidence in decision‑making and the ability to represent the function professionally
• Have a balanced focus on external customer needs and internal process requirements
• Have fluency in English
• Have technical proficiency in SAP (ERP), Salesforce.com (case management), and Microsoft Office Suite

Nice To Haves

• Have experience in demanding customer service environments; prior customer care experience preferred

Responsibilities

• Serving as the primary point of contact for service inquiries, returns, quotations, and orders while responding promptly via phone and email
• Coordinating equipment receipt, validating customer purchase orders, and communicating repair timelines and cost expectations
• Monitoring and owning customer care performance metrics, including return status, purchase orders, complaints, routing steps, and billing documentation
• Acting as the first‑level contact for customer concerns and ensuring professional, effective issue resolution
• Ensuring accuracy and compliance in quotations, order entry, RMAs, past‑dues, and dispute resolution activities
• Maintaining a strong customer‑quality focus by reviewing Customer Experience (CX) feedback and driving corrective actions
• Collaborating with Services, Sales, Supply Chain, Service, and Commercial Operations teams to deliver high‑quality quotations and clean orders
• Supporting continuous improvement initiatives to enhance operational performance within Customer Care
• Escalating critical operational issues and seeking guidance from the team leader when needed
• Participating in regional customer care meetings and contributing insights on performance and key issues
• Ensuring all activities comply with Baker Hughes integrity and compliance policies

Benefits

• Contemporary work‑life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Additional elected or voluntary benefits
• You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level