Customer Service Representative

Job Location US
Posted Date 1 week ago(2/12/2018 10:10 AM)
Job ID
Sales/Account Management - Sales Support


Alexander/Ryan Marine and Safety is a manufacturer and distributor of fire, safety and rescue equipment to the Offshore and Marine markets. They offer a variety of high quality products and services, including personal protection, lifesaving and firefighting equipment, life raft systems, new survival craft, survival craft refurbishment and technical field services.


Provide exceptional customer service for new and existing customers with inbound inquiries (e.g. quotes, order entry, and service requests) by probing to uncover customer needs, identifying solutions to meet their needs, following up on open opportunities, and seeking ways to add value while exceeding the customers expectations.


This job is in Houston, TX.


Principal Duties and Responsibilities:

  1. Exceed ARMS revenue goals while meeting individual Key performance indicators
  2. Ensure open orders are closed in a timely manner through managing the open order report weekly
  3. Acts with a sense of urgency to meet a customers needs in a timely manner
  4. Work extensively with the customer to ensure their overall needs are met and expectations are exceeded
  5. Enable superior customer experience by listening to their needs and providing timely solutions (e.g. order entry, order follow-up, shipment tracking, update on orders and overall communication.)
  6. Accepts coaching and feedback and takes the necessary steps to improve performance through commitment to individual and professional growth
  7. Effectively use exploratory questions to uncover customer needs and navigate to relevant ARMS solutions
  8. Empowered to resolve customer issues promptly and accurately in a manner that will promote customer loyalty
  9. Shares relevant information with sales partners and acts on customer feedback
  10. Uses MAS system capabilities to provide information on pricing, availability and order history
  11. Focus on new contact entries and ensure new entries are captured within ARMS CRM module
  12. Proactively look for opportunities to drive sales growth through identifying leads for further selling opportunities
  13. Ability to think on your feet and proactively solve conflicts that may lead to a customer failure
  14. Work within a TEAM environment to effectively add to the customers experience towards partnering with ARMS
  15. Look for ways to reinforce our value proposition and demonstrate cost-saving solutions within every conversation
  • Perform other duties or tasks as assigned


Required / Desired Knowledge, Experiences and Skills:

  • 2-4 years related experience in a multi-lingual/international technical environment required 
  • Prior work experience in shipping or manufacturing industry is a plus 
  • Strong verbal and written communication skills; must be fluent in English 
  • Proficient with all MS Office software such as Excel, Word, and PowerPoint
  • Strong organizational and time management skills
  • Self-starter/motivator that demonstrates strong work ethic and sense of urgency
  • Past experience working with customers over the phone, email or through customer portals
  • Knowledge of Microsoft Office Suite, ERP and CRM management tools
  • Clear communicator, excellent listening skills and organizational capabilities
  • Passionately focused towards exceeding customers expectations



  • High School diploma required

Physical Working Environment: 


Position works in a climate controlled office environment and requires the ability to sit for extended periods of time.


The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.


We offer a generous Employee Benefits Package, including: 

  • Medical
  • Dental 
  • Vision 
  • Flexible Spending Accounts 
  • Life and Accidental Death & Dismemberment Insurance 
  • Short & Long Term Disability 
  • Employee Assistance Program
  • 401K

Alexander/Ryan Marine and Safety is an Equal Opportunity Employer M/F/Disability/Veteran


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