Customer Support Coordinator

Wilhelmsen Maritime Services (WMS) is a leading maritime service provider offering a wide range of products and services delivered through the world’s largest dedicated maritime network.  Our customers operate within the maritime and offshore sectors and consist of shipyards, owners, operators and managers.

Wilhelmsen Ships Service’s (WSS), a business area within WMS, primary focus is to deliver improved vessel operating efficiency to the merchant fleet. 

WSS comprises the world's leading maritime services network, with the capability to serve 2,200 ports in 116 countries.We offer a comprehensive range of standardised services, backed by a global service and logistics organisation to meet customer requirements for quality, availability and cost.  The Americas region is covered through 34 offices across North, Central and South America with regionalfunctions in Pasadena, TX. 

Job Title:   Customer Support Coordinator

Department: Customer Support

Location:  Pasadena, TX

Purpose:  To be the customer’s primary point of contact for the WSS customer offer and professionally manage and/or delegate all inquiries to ensure complete customer service excellence.

Essential Functions:

• To work closely with the customers on a daily basis understanding and supporting their requirements related to the WSS customer offer
• To understand the delivery requirements set forth by the customer
• To register enquiries and orders in the system and communicate all information accurately to our customers
• To identify order building opportunities 
• Follow up with customer according to the established targets and KPIs
• To issue delivery instructions to the appropriate supply point
• Proactively communicate with Operations for any changes  that will affect the customer order
• To keep customer informed of changes in the order, surcharges and any other relevant information for the sake of good order
• To resolve any order related problems
• Respond to all customer inquiries via phone, fax, and email
• Effective cross- communication to relevant function/departments any concerns or issues
• Actively participate with the Account Manager and Sales Support Coordinator according to assigned portfolios
• To provide appropriate feedback on technical, service quality, and commercial issues
• To effectively communicate with Credit and seek approval to maintain order values within the credit limits and policies
• To effectively communicate with FRS for any service related issues/opportunities
• To effectively communicate with Sales Support for pricing and contract compliance
• To gather information required to help investigation and resolution in invoice dispute
• To follow up complaints/non compliances through improvement/complaint system

Mandatory Requirements:

·         High School diploma or equivalent and/ or proven background in marine industry

• Generally strong computer skills, including Microsoft Office applications, Internet Explorer, and Outlook email

·         Available 24/7 during on-call rotation

·         Ability to read, write, and speak fluent English

• Must possess excellent communication skills and exchange information with others clearly and concisely; ability to present facts and some technical information

·         Excellent communication skills

·         Ability to work on own initiative and in a team

·         Able to meet deadlines through good time management and allocation of priorities

·         Takes appropriate initiative/actions without being asked to do so

·         Able to effectively utilize problem solving skills

·         Able to work under pressure with tact and discretion

• Strong interpersonal understanding with an awareness of different cultures within the customer base, team and organization
• Maintain high quality of service to internal/external customers
• Treats others with respect and dignity and acts as a responsible representative of the organization

Additional Preferences:

·         Maritime experience

Wilhelmsen Ships Service is part of Wilhelmsen Maritime Services AS, a Wilh. Wilhelmsen group company.

www.wilhelmsen.com/shipsservice

Share our vision through a rewarding career in Wilhelmsen Ships Service.

This position will be eligible for a competitive benefits package, including major medical, dental, sick/personal, vacation, and other great company benefits.

If you are selected for the position, your employment will be contingent upon submission to and successful completion of a pre-employment drug and alcohol screening as well as pre-employment verification of the information and qualifications provided during the selection process.  EOE

Keywords: maritime, shipping, transportation, coast, guard, ship, sea, marine, nautical, navigation, mariner