Customer Service Specialist

Position Summary

The Customer Support Specialist is a client-facing, field-executing role designed to drive local growth, ensure safety compliance, and uphold NSC’s standards for service excellence. By combining proactive business development, day-to-day field management, and safety-first leadership, the CSS supports both client success and employee performance at every level.

Business Development & Territory Engagement

• Conduct daily outbound sales activity to generate new business opportunities.
• Prospect in person throughout the Norfolk shipyard and marine contractor network.
• Re-engage dormant accounts and follow up on leads tied to workforce demand.
• Present NSC’s contingent labor solutions in alignment with local project and trade
• needs.
• Participate in local industry events, networking forums, and job fairs.

Client Management & Field Execution

• Act as the direct point of contact for all assigned marine clients.
• Conduct pre-employment walkouts, first-day orientations, and routine job site visits.
• Support labor delivery with real-time communication between the field, client, and recruiting.
• Ensure timely collections of accounts receivables and communication with clients.
• Ensure daily responsiveness, field presence, and accountability for service execution.
• Provide post-placement client follow-up to ensure satisfaction and identify retention opportunities.

Field Deployment & Operational Support

• Coordinate daily dispatch communication, including shift details, PPE confirmation, and jobsite access protocols.
• Track employee starts, no-shows, walk-offs, and assignment completions; escalate issues immediately.
• Maintain clear and timely communication between clients, recruiters, and the branch team.
• Document all activity, including field notes, client visits, and workforce deployment records

Safety Responsibilities

• Conduct pre-deployment walkouts for every new field employee.
• Confirm OSHA 10 Maritime or General Industry certification; assist with training coordination as needed.
• Administer or coordinate monthly Toolbox Talk delivery and documentation.
• Track and report PPE issuance, usage, and replenishment needs.
• Reinforce safe behavior in the field and report hazards immediately to the Branch
• Manager or Safety Lead.
• Maintain a consistent presence on job sites to model safety expectations and
• support ongoing engagement.
• End all field interactions with a safety-first message: “Stay Safe.”

Administrative & Communication Duties

• Maintain accurate records of field visits, deployment activity, and client follow-up.
• Submit documentation for safety activities, Toolbox Talk participation, and PPE tracking.
• Serve as the escalation point for employee questions or field-level operational concerns.
• Assist with coordination of job fairs, community outreach, and workforce events representing the branch.