Senior Customer Support Representative

The Customer Support team is responsible for serving as the customer’s main point of contact for quoting and placing orders for Drew products and services and assisting in the resolution to a customer’s inquiry or issue. Helping to manage the customer relationship on behalf of the business and managing the entire quote-to-order to invoice process, assisting with the collections process. 

This role operates in an international environment, while working collaboratively with the Account Sales teams, Global Port Coordination, Billing, Data Management and Credit/Collection teams. These interactions will support the required growing knowledge and understanding of contracts/pricing, the Global Supply network and Drew Marine products and services. 

The Senior Customer Support Representative will participate in more complex work activities and engage in more direct
oversight of key/critical customer accounts. They will work closely with junior associates helping to resolve differences 
that have been escalated by inexperienced associates. They may be asked to guide, coach, or train junior associates. 
This role requires the ability to exercise judgment, carry out duties, and act independently while working under 
minimal supervision by management. 

Principal Duties and Responsibilities:

• Accurate and timely processing of customer orders while ensuring customer’s expectations are met and exceeded when possible
• Manage customer inquiries – connecting with internal colleagues – communicating Customer issues as needed
• Utilize all available platforms including customer platforms (GOP, ShipServ, Customer Procurement websites, Email, etc.) to identify and coordinate Customer inquiries
• Identify Customer requirements with a general understanding of Drew capabilities as communicated through the Sales and Customer Care Team Leaders
• Participate with Sales on customer visits, as requested, to perform business reviews, review customer service performance and other topics
• Collaborate with the Accounts Receivable department in the review and support of effective collections of customer invoices
• Comprehend Drew product lines with a general understanding of product alternatives. Participate in training where offered
• Provide training for new CCRs, including use of legacy and JD Edwards platforms.
• Assist with implementation of business policies, procedures and processes.
• Provide, as needed, documentation of incomplete deliveries or fill rates.
• Other tasks and projects as may be assigned from time to time.

Required / Desired Knowledge, Experiences and Skills:

• Up to 3 years’ good relevant customer service experience
• Experience in Marine or Shipping Industry
• A self-starter and quick learner who possesses the ability to be effective at addressing issues and interfacing with both internal and external customers
• Ability and high level of comfort working in a fast paced environment 
• Highly organized
• Articulate with excellent verbal and written communication skills 
• Ability to effectively and efficiently interact cross culturally, with awareness to cultural differences 
• Microsoft Office skills, JD Edwards skills desirable or comparable ERP platform experience
• Multi-lingual a plus, may be required dependent on regional needs

Education/Certifications:

• Associates degree or equivalent in job experience required; Bachelor’s degree preferred

Physical Working Environment:

The position works in a climate controlled office environment and requires the ability to sit for extended periods of time.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Drew Marine is a global leader providing technical solutions and services to the marine industry with a comprehensive line of advanced marine chemicals, and equipment. Supported by a worldwide network of service engineers, and global supply chain delivering to more than 900 ports, we have a portfolio of products and services including: Water Treatment, Fuel Treatment, Maintenance Cleaners, Welding & Refrigeration, Engineered Systems & Products, Onboard Test Kits, and Analytical Services

Drew Marine provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. All employment decisions at Drew Marine are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.