Customer Experience Analyst

About us
HMH is a premier drilling solutions provider - delivering a broad portfolio of
products and services that are designed to be the safest and most efficient in
the industry. In addition to our land and offshore capabilities, we have
expertise in subsea mining, geothermal, onshore and offshore construction, and
onshore wind industries. HMH has a global presence spanning five continents
with offices in ‎16 countries.

HMH is a frontrunner in developing and providing automation and digital
solutions for our drilling customers to support their endeavor to improve
efficiency and environmental footprint. Equipped with its brilliant team of
engineers, HMH is committed to actively exploring opportunities in other
industries. For us, this means new opportunities and challenges that we need
creativity and great minds to solve in our efforts to innovate our future.
Do you want to join our team?
At HMH we value our employees. We offer exciting job opportunities that will
give you the opportunity to grow in your role and give you the professional
development you deserve. In addition to competitive pay and benefits, you will
join a casual and inclusive work environment. Our environment is based on
respect and having a good day at work, so you can expect to join a
knowledgeable, global team who help each other to succeed.
The Customer Experience Analyst supports the customer and sales from creation
of the sales order to shipment of the parts. The role uses sales and customer
support experience to generate timely and accurate sales order
acknowledgements, improve processes, and zero-defect order entry.
Job Responsibilities
* Responds to customer needs for orders; coordinates a response if a request is different from the standardized offers.
* Responsible for filing, data entry, and order management support in order to process orders.
* Responsible for the end-to-end customer order; delivery process for drilling spare parts.
* Serve as part of a customer(s) specific team supporting all inquiries, order delivery, part expediting, and meetings.
* Serve as point of contact for customers and lead efforts to resolve customer issues including on time delivery and dispute requests.
* Coordinate the commercial and technical inputs of several internal departments including engineering, pricing, manufacturing, planning, and sourcing to deliver customer expectations.
* Works on the basis of predefined contract pricing frameworks with decision making authority to deviate from prices and conditions through Delegation of Authority structure.

Required Qualifications
* Bachelor's degree from an accredited university or college
* ‎2 years of experience in customer support
* Good oral and written communication skills
* Good interpersonal and leadership skills
* Strong problem-solving skills
* Ability to work independently

Desired Characteristics
* Knowledge of Oil and Gas industry
* Negotiation and Sales skills
* Ability to work across disciplines and organizations in a team environment
* Career growth aspirations

Additional Information
* Must be legally authorized to work in the UAE on a full-time basis, now or in the future.
* No relocation assistance provided