Are you looking for an opportunity to join a team that makes a real difference? Do you want to be part of a collaborative team that protects and strengthens communities and businesses? If you are looking for all these opportunities and more, then Witt O’Brien’s is the right fit for you.

Customer Service Consultant for COFR Support Services (Vessel Services)

Position Summary

We are a growing consulting firm in need of a reliable and talented Customer Service Consultant. Your work as an Customer Service Consultant will make a real difference as you support the Vessel Services department with various tasks, including responding to customer inquiries, providing quality customer service, and assisting in resolving problems. Your work will directly impact our ability to establish and maintain service relationships with customers, enabling us to successfully initiate and deliver projects and rapidly respond to our clients’ compliance needs to keep their vessels operating safely in the US and other key areas around the world.

The ideal candidate will have demonstrated experience supporting activities related to compiling, categorizing, calculating, tabulating, and verifying data. This position requires executive presence, and strong verbal and written communication skills. We are looking for a self-motivated, responsible and confident individual with a commitment to integrity and the ability to prioritize multiple projects, meet deadlines, and work collaboratively with minimal supervision. If this sounds like you, then you have found the right fit in Witt O’Brien’s.

Essential Functions

The candidate will perform the following essential functions:

• Make and responds to phone calls and email requests regarding Certificate of Financial Responsibility (COFR) support services, compliance requirements, port entry requirements, change in ownership, etc.
• Responsible for good customer relationships, timeliness, quality of communications and products for assigned customers and prospective customers.
• Interact with customers via phone, email, video conferencing, f2f to identify their business requirements and satisfy their customer service needs.
• Provide all customer support services in timely, accurately, and professional manner.
• Work with management team to build positive and productive relationships with assigned customers to generate leads for additional services.
• Maintain compliance (external and internal) for assigned customer accounts.
• Act as primary contact for any client inquiries and concerns regarding COFR support services.
• Maintain working knowledge of current regulatory compliance requirements applicable to the maritime industry and assist in advising customers on regulatory compliance matters for the services provided.
• Apply conflict resolution skills as the primary customer account manager to resolve challenges that arise and build upon existing relationships to increase quality of services, expand existing services, and sell new services.
• Analyze customer concerns and draft corrective actions for management review.
• Act on customer feedback to improve quality of services and recommend improvements to existing plans, policies and procedures
• Assist management in developing innovative solutions to streamline productivity and improve customer satisfaction
• Support new product development initiatives for customers and the team
• Coach and mentor less experienced team members regarding building successful customer relationships
• Assist management in support of strategic initiatives such as preparation of project budgets, contracts, proposals, presentations, and database management, etc.
• Participate in the development and implementation of business strategies to increase customer satisfaction, opportunities and close new sales.
• Update customer profile information and documentation on shared drive and maintain accurate and timely logs of transactions .
• Submits new coverage requests to Quality Control lead for review and approval. Tracks progress of changes and communicates progress status to the client.
• Sends requested coverage documentation to third parties (i.e. insurance guarantors, etc.) and liaise with them on behalf of the client.
• Other duties as assigned.
• Maintains records of existing coverage status, and proactively performs updates and resubmissions as required to keep coverages in compliance.
• Notifies third parties and associated regulatory agencies (Coast Guard, etc.) of changes to coverages as required, and follows up for regulatory approvals, all the while communicating progress status to the client as needed.
• Must be able to reference and access regulations and internal guidelines in order to advise clients on their coverage and planning requirements.

Preferred Skills and Abilities

The candidate should possess the following:

• Microsoft Office Suite
• Organizational Skills
• Prioritization and Multi-Tasking Skills
• Accuracy and quality
• Follow rules and processes
• Work independently
• Understand cultural differences
• Attention to detail
• Effective communication skills, firm, assertive and professional
• Must be able to learn new terms, vocabulary and industry
• Ability to use critical thinking skills

Education and Experience Requirements

The candidate must possess the following education and experience requirements:

• Degree: High School diploma or equivalent
• Years of Experience: 5+ years of office experience, with an emphasis on customer service
• Certifications: None
• Other Experience: Shipping or transportation industry experience is a plus

This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.

Job Description Disclaimer

This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.
Commitment to Diversity

Witt O'Brien's is always looking for the most qualified and experienced professionals with a passion for public safety, emergency management, homeland security, disaster response, and continuity of operations.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Veteran/Disabled

With you when it counts.