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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 foremost provider of survival technology globally. With a legacy spanning over 166 years, we are dedicated to safeguarding lives across various environments—air, land, and sea—through the innovation, production, and maintenance of Survival Technology.

We are a diverse team of 3,000 professionals operating in 96 countries, collaborating with our clients to deliver pioneering 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, recognized by the Gold Award from the UK Defence Employer Recognition Scheme.

Your Role

Are you driven by a commitment to outstanding customer service and the cultivation of enduring relationships? As a Customer Service Representative, you will be pivotal in our customer engagements, managing and processing requests, orders, inquiries, and concerns. Your role will involve nurturing ongoing relationships with our clients and sales teams, leveraging your expertise in our offerings to facilitate effective communication. Your capacity to assess, evaluate, and respond to customer needs with sensitivity will be essential in this position.

Key Responsibilities:

  • Order Management: Accurately record and process customer quotes and orders, including custom requests, while coordinating with relevant departments to ensure prompt fulfillment.
  • Supply Chain Coordination: Work closely with supply chain teams to meet special requirements, identify 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 Management: Actively engage with customers to establish new connections and strengthen existing partnerships.
  • Problem Resolution: Swiftly address and resolve intricate customer issues and escalations, securing managerial approvals when necessary.
  • CRM Oversight: Organize and schedule follow-up actions, ensuring accurate data entry into the CRM system.
  • Sales Assistance: Supply sales information, including pricing and promotional details, track promotions and limited stock availability, and maintain follow-up until delivery.
  • Compliance Adherence: Follow Survitec's policies, procedures, and relevant regulatory standards, obtaining necessary authorizations for exceptions.
  • Continuous Learning: Stay updated on relevant technologies, industry regulations, and best practices through training and development opportunities.
  • 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 management.

Qualifications and Skills:

Essential Criteria:

  • Proven ability to build customer relationships and deliver customer-focused solutions.
  • Comfortable engaging with diverse groups and approaching new challenges with enthusiasm.
  • Strong decision-making skills to facilitate organizational progress.
  • Excellent analytical abilities for resolving complex issues.
  • Adaptable to changing demands and capable of managing conflicts with minimal disruption.
  • High School Diploma required.
  • Demonstrated independent work experience.
  • Proficiency 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.
  • Holiday benefits for company anniversaries.
  • Gift card rewards after five years of service.
  • Employee Assistance Program.
  • Recognition and reward schemes.
  • Comprehensive health, dental, long-term disability, and life insurance coverage.
  • Retirement benefits.
  • Bi-weekly pay schedule.
  • Ten fully paid statutory holidays.
  • Annual leave based on length of service.