Services Customer Care Representative

Baker Hughes • Town of Skaneateles, NY

1d

About The Position

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.
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.

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

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). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.
• This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.

What This Job Offers

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