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Client Support Specialist

2 months ago

Pasadena, California, United States Survitec Full time

Vacancy Title: Customer Service Representative

Vacancy Location: Houston, TX

Engagement Type: Full-Time, Permanent

About Survitec

Survitec stands as the premier provider of survival technology worldwide. With a legacy spanning over 166 years, we are dedicated to safeguarding lives across various environments—air, land, and sea—through our innovative design, manufacturing, and servicing of survival solutions.

Our global workforce of 3,000 professionals operates in 96 countries, collaborating with clients to deliver cutting-edge solutions that mitigate risks and enhance safety.

This trust from leading organizations in maritime, defense, government, energy, and aerospace sectors underscores our commitment to excellence, as recognized by the Gold Award from the UK Defence Employer Recognition Scheme.

Your Role

Are you enthusiastic about providing outstanding customer service and nurturing long-term relationships? As a Customer Service Representative, you will be pivotal in our customer interactions, managing quotes, orders, inquiries, and complaints. Your role will involve maintaining strong connections with our clients and sales teams, leveraging your expertise in our offerings to facilitate effective communication. Your capacity to assess, evaluate, and empathetically address customer needs will be essential.

Responsibilities

  • Quote and Order Management: Accurately record and process quotes and orders, including customized requests, while coordinating with relevant departments to ensure prompt fulfillment.
  • Supply Chain Coordination: Work alongside supply chain teams to meet specific requirements, locate products and part numbers, provide availability updates, and assist procurement and sales teams with cost and availability inquiries.
  • Advanced Product Knowledge: Address complex customer inquiries by providing detailed product and service information.
  • Customer Relationship Building: Actively engage with customers to establish new connections and strengthen existing relationships.
  • Issue Resolution: Swiftly tackle and resolve intricate customer issues and escalations, securing managerial approvals when necessary.
  • CRM Management: Organize and schedule follow-up actions, ensuring accurate data entry into the CRM system.
  • Sales Support: Supply sales information, including pricing and promotional details, monitor promotions and stock availability, and maintain continuous follow-up until delivery.
  • Compliance and Safety: Adhere to Survitec's policies, procedures, and relevant regulatory standards, obtaining necessary authorizations for exceptions.
  • Professional Growth: Stay updated on relevant technologies, industry regulations, and best practices, participating in training and development activities as required.
  • Team Collaboration: Foster an inclusive team environment where all members feel valued and appreciated.
  • Customer Retention: Provide exceptional service to encourage ongoing use of Survitec's products and services.
  • Additional Duties: Undertake other responsibilities as assigned by your manager.

Required Experience, Qualifications, and Skills

Essential Criteria:

  • Proven ability to cultivate customer relationships and deliver customer-focused solutions.
  • Comfortable engaging with diverse groups and seizing new opportunities with enthusiasm.
  • Proficient in making timely decisions to advance organizational goals.
  • Strong analytical capabilities for addressing complex challenges.
  • Adaptable to changing demands and capable of managing conflicts with minimal disruption.
  • High School Diploma required.
  • Demonstrated independent work experience.
  • Proficient in English and Spanish (both written and spoken).
  • Experience in the marine industry is advantageous.

Benefits of Working with Us

  • Opportunities for professional development.
  • Additional day off to celebrate your birthday.
  • Company Anniversary Holiday Benefit.
  • Gift card vouchers upon reaching 5 years of service.
  • Employee Assistance Programme.
  • Workplace Reward & Recognition scheme.
  • Comprehensive health, dental, long-term disability, and life insurance coverage.
  • Retirement benefits.
  • Bi-weekly pay schedule.
  • 10 fully paid statutory holidays.
  • Up to hours of annual leave (depending on length of service).