Customer Care Team Lead

Job description

3208982
Additional Cities

Houston
Career Level

Experienced
Relocation Assistance

No
Business

GE Oil & Gas
Business Segment

Oil & Gas Measurement & Controls
Function

Sales
Country/Territory

United States
Additional States/Provinces

Texas
Postal Code

77041
Role Summary/Purpose

North America Customer Care provides inquiry, quotation, order entry, order management and dispute management services for customers of BHGE- Measurement & Controls. The Customer Care Lead – Inspection Technologies is a leader / doer position focused on leading, training and mentoring the professional skills for individual team members and serving as escalation point for customer issues. This role will report to the IT Customer Care Leader.
Essential Responsibilities

In the role of Customer Care Team Lead, you will:

·  Ensure daily operation of Customer Care Portables and Services sub-teams

·  Help identify, create and deliver an overall training program for IT Customer Care team members

·  Be responsible for running and evaluating overall IT team performance metrics

·  Serve as backup for Customer Care Leader

·  Be responsible for on-going coaching and feedback to individual team members

·  Organize and lead weekly team meetings to discuss individual and team performance

·  Lead and participate in projects in order to ensure smooth introduction of changes and satisfactory resolution of problems

·  Be 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 Care process quality and/or impact on customers

·  Develop, maintain and update Standard Operating Procedures, training manuals and the Customer Knowledge Base

·  Participate and contribute to Green Belt and Lean projects

·  Drive standardization and productivity improvement within the team

·  Ensure team generates quotes and orders to a consistent standard to meet specified turn-around targets

·  Ensure all transactions are compliant as per GE policies

·  Guarantee timely response is given to inbound communications

·  Own tracking and resolution of internal & external customer requests that cannot be answered immediately by using appropriate case management tools, reporting systems

·  Update customers with order or other status change information on a regular and timely basis

·  Ensure team receives and processes customer purchase orders, return requests, training registrations and other service requests meeting specified turn-around targets

·  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’ work performance and capabilities

·  Be responsible for maintenance of relevant Customer Master data, plus Security / Watch-list checks

·  Work in close partnership with sales teams. Provide information on performance and customer related issues

·  Represent team as necessary in internal and external audits

·  Be the first line of support for handling customer issues that have been escalated from team members

·  Ensure NPS Customer Satisfaction Surveys are managed within the deadlines. Support follow-ups with Team Leader where required

·  Meet and/or exceed all customer requirements in addition to departmental metrics

·  Promote and work well within a team atmosphere and practices shared values
Qualifications/Requirements

·  Bachelor's Degree from an accredited university or college (OR High School Diploma / GED from an accredited school or institution with a minimum of 7 years of experience in Customer Service including a minimum 6 months as a Customer Service Leader role)

·  Minimum 3 years of experience in Customer Service including minimum 6 months as a Customer Service Leader role
Desired Characteristics

·  Strong oral and written communication skills

·  Experience working with sales organizations and customers

·  Experience using business ERP systems (SAP, Oracle, AS400)

·  Experience with case management (Sales Force Dot Com)

·  Computer proficiency (PowerPoint, Excel and other Microsoft Office Programs)

·  Strong interpersonal and leadership skills

·  Ability to influence others and lead small teams

·  Ability to work and communicate at any level of the organization

·  Experience with Salesforce.com and SAP

·  Strong customer quality focus

·  Experience managing fast response, high volume quotation activities

·  Lead initiatives of moderate scope and impact

·  High energy and passionate with the ability to organize and manage multiple priorities

·  Effective problem identification and solution skills

·  Proven analytical and organizational ability
About Us

Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only full stream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.

BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.

With operations in over 120 countries, the company’s global scale, local know-how and commitment to service infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world.

Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at BHGE.com.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening.
Primary Country

United States
Primary State/Province

Texas
Primary City

Houston