Job Description

PRIMARY RESPONSIBILITIES

• Handle advanced and complex customer inquiries, complaints, and service requests with a high degree of professionalism.

• Act as a liaison between customers and departments such as Sales, Logistics, and Technical Support to resolve issues promptly.

• Support key accounts and high-impact customers with personalized service and follow-up.

• Monitor service workflows and suggest improvements to enhance the customer experience and operational efficiency.

• Lead by example in meeting customer service standards, KPIs, and SLAs.

• Maintain detailed documentation in CRM or ERP systems and ensure compliance with company policies.

• Participate in team meetings, contribute to service initiatives, and collaborate on special projects.

EDUCATION & EXPERIENCE QUALIFICATIONS

• High school diploma or equivalent required.

• 4–6 years of customer service experience, including at least 1–2 years in a coordination or advanced support role.

• Proficient in customer service software.

• Strong written and verbal communication skills.

• Detail-oriented with strong organizational and problem-solving abilities.

• Ability to multitask and remain calm under pressure.

JOB REQUIREMENTS

• Must be able to multi-task in a fast-paced environment.

• Ability to drive issues to closure and complete tasks in a professional and compliant manner.

• Attention to detail and commitment to quality.

COMPETITIVE 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.