Customer Care Representative

About the role

The Customer Support Representative (CSR) serves as the customer's main point of contact for quoting and placing orders for products and services, and helps resolve customer inquiries and issues. The role manages the quote-to-order-to-invoice process and supports collections, working in an international environment alongside the Account Sales, Global Port Coordination, Billing, Data Management and Credit/Collection teams.

Key responsibilities

• Process customer orders accurately and on time, meeting or exceeding customer expectations
• Manage customer inquiries by coordinating with internal colleagues and using platforms such as GOP, ShipServ, customer procurement websites and email
• Identify customer requirements with a general understanding of Drew Marine capabilities, as shared by the Sales and Customer Service Team Leaders
• Join sales on customer visits for business reviews and service performance reviews when requested
• Work with Accounts Receivable on the review and support of customer invoice collections
• Understand Drew Marine product lines and alternatives, and take part in training where offered
• Help document incomplete deliveries or fill rates, and take on other assigned tasks

Required profile

• Up to 3 years of relevant customer service experience
• Experience in the marine or shipping industry
• Self-starter and quick learner, comfortable in a fast-paced environment and highly organized
• Excellent verbal and written communication skills and cross-cultural interaction
• Multi-lingual is a plus, depending on regional needs

Required skills

• Microsoft Office
• JD Edwards or a comparable ERP platform (desirable)