Vacancy Title: Customer Service Representative
Vacancy Location: Panama
Engagement Type: Full-Time, Permanent
Your Company
Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.
Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.
That is why the world's leading Maritime, Defense and Government, Energy and Aerospace organizations trust us when it matters most and why we have been awarded the Gold Award by the UK Defense Employer Recognition Scheme
Your New Role
Are you passionate about delivering exceptional customer service and building lasting relationships? As a Customer Service Representative, you will be at the forefront of our customer interactions, receiving and processing quotes, orders, inquiries, and complaints. You will maintain ongoing relationships with our customers and sales colleagues, using your knowledge of our products and services to be a key communication link. Your ability to analyze, judge, and sensitively respond to customer needs will be crucial in this role.
What You Can Expect from the Role
Key Responsibilities and accountabilities:
Quote and Order Processing: Record and process quotes and orders for vessel technical services and products, including custom and special orders, coordinating with relevant teams to ensure timely fulfilment.
Coordination with Supply Chain: Collaborate with supply chain and service teams to fulfil special requirements, identify compliant regulatory products, and part numbers, provide availability information, and support procurement and sales teams with cost and availability inquiries.
Advanced Product and Service Information: Respond to complex customer inquiries providing advanced product and service consultation.
Customer Relationship Development: Proactively engaging with customers to foster sales growth and realize new opportunities.
Issue Resolution: Promptly addressing and resolving customer issues and escalations.
CRM Management: Plan and schedule follow-up actions, input relevant information into the CRM system ensuring quality data.
Sales Support: Provide sales information, including price lists and promotional details, track promotions and limited stock availability, and continuous follow-up until delivery.
Compliance and Safety: Adhere to Survitec policies, procedures, and relevant regulatory codes, obtaining authorizations for any exceptions.
Professional Development: Staying informed about relevant technology, marine international and domestic regulations, and best practices. Participating in training and development activities as required.
Team Collaboration: Contribute to an inclusive team environment where team members feel valued and appreciated.
Retention: Deliver exceptional service to encourage continued use of Survitec’s products and services.
Additional: Perform other duties as assigned by your manager.
The Experience, Qualifications and Skills You Will Have
Essential Criteria:
• Excellent at building customer relationships and delivering customer-centric solutions.
• Comfortable with diverse groups and tackling new opportunities with urgency and enthusiasm.
• Skilled in timely decision-making to keep the organization moving forward.
• Strong analytical skills for solving complex problems.
• Adaptable to shifting demands and handling conflict with minimal disruption.
• High School Degree required.
• Proven independent work experience.
• Fluent in English and Spanish (written and spoken).
• Marine industry experience is a plus.
Why You Should Work for Us
• Professional Development Opportunities.
• Additional day off to celebrate your birthday.
• Company Anniversary Holiday Benefit.
• Gift card vouchers upon reaching 5 years of service.
• Employee Assistance Program
• Workplace Reward & Recognition scheme.