Customer Care Representative

The Customer Care team is responsible for serving as the customer’s main point of contact for quoting and placing orders for Drew products and services and assisting in the resolution to a customer’s inquiry or issue. Helping to manage the customer relationship on behalf of the business and managing the entire quote-to-order to invoice process, assisting with the collections process. Under minimal supervision, they are responsible for supporting and managing customer order requirements at designated ports, follow up to ensure delivery and prepare case for billing.

This role will operate in an international environment, while working collaboratively with the Account Sales teams, Supply Chain, Billing, Data Management and Credit/Collection teams. These interactions will support the required growing knowledge and understanding of contracts/pricing, the Global Supply network and Drew products and services.

Principal Duties and Responsibilities:

• Accurate and timely processing of customer orders while ensuring customer’s expectations are met and exceeded when possible
• Reply directly for acknowledgement and check for product availability, lead-time, delivery cost
• Process customer orders through to delivery locations, issue all relevant documents to move and deliver products on board vessels
• Daily communication and follow-up with responsible warehouses - reviewing the day’s delivery plan and potential issues to ensure on-time delivery of orders
• Close partnership with Planning by highlighting potential inventory shortages or demand uptick.
• Making calls to shipping agents for vessel ETA/ETD, timely update of system due date to ensure inventory visibility for allocation purpose.
• Manage customer inquiries – connecting with internal colleagues – communicating Customer issues as needed
• Utilize all available platforms including customer platforms (GOP, ShipServ, Customer Procurement websites, Email, etc.) to identify and coordinate Customer inquiries
• Identify Customer requirements with a general understanding of Drew capabilities as communicated through the Sales and Customer Care Team Leaders
• Participate with Sales on customer visits, as requested, to perform business reviews, review customer service performance and other topics
• Collaborate with the Accounts Receivable department in the review and support of effective collections of customer invoices
• Comprehend Drew product lines with a general understanding of product alternatives. Participate in training where offered
• Contribute to the documentation of incomplete deliveries or fill rates
• Other tasks and projects as may be assigned from time to time

Required / Desired Knowledge, Experiences and Skills:

• 1 to 3 years’ good relevant customer service experience
• Experience in Marine or Shipping Industry a plus
• Supply Chain discipline a plus
• A self-starter and quick learner who possesses the ability to be effective at addressing issues and interfacing with both internal and external customers
• Ability and high level of comfort working in a fast paced environment
• Highly organized
• Ability to multi-task
• Articulate with excellent verbal and written communication skills
• English language both verbal and written required
• Multi-lingual a plus, may be required dependent on regional needs
• Microsoft Office skills, JD Edwards skills desirable or comparable ERP platform experience

Education/Certifications:

• Diploma in Business Admin or equivalent in job experience required

Physical Working Environment:

• Climate controlled office environment and requires the ability to sit for extended periods of time

Job Summary:

To promote/sell Company products, systems, and services to clients (within a designated geographic area, region or business segment) such as, but not limited to, ship owners or managers while maximizing the Company’s profits.

Principal Duties and Responsibilities:

• Actively promote Company products and services to the appropriate client contacts of assigned accounts and territory
• Prepare and expedite proposals for products and equipment for accounts and to follow the bid process through to final conclusion
• Manage the assigned accounts in a professional and efficient manner, consistent with good technical sales practice; establish and execute a customer contact plan that will ensure the level of service and technical follow up needs and inquiries are properly and promptly addressed
• Prepare monthly reports, summarizing key sales, client and territory activities for submission to management
• Meet annual sales targets
• Develop and facilitate sales presentations to clients and prospective clients
• Continuously identify sales opportunities within assigned territory or market segment.
• Prepare detailed account analysis, including historical sales, current sales and forecasts for each account assigned
• Maintain accurate and updated records on assigned accounts and potential new account activities
• Support and comply with Company policies, values and strategic objectives as well as the sales department objectives and procedures
• Liaise closely with the technical and marketing teams to enable all necessary support are given to sales and service efforts to the customers
• Attend and actively contribute to all Company meetings, technical and sales training and strategy seminars
• Maintain solid knowledge of Company competitors, their service offering and ongoing activities within assigned territory; regularly communicate with sales management and when necessary, develop and implement action plans to ensure accounts are retained with the Company
• Drew Marine uses a CRM system to track and organize all customer interactions, which ensures better workflows, organization, customer and peer-to-peer communication, and management. Data entry in our CRM is a requirement of this position
• Perform other related duties and projects as assigned

Required / Desired Knowledge, Experiences and Skills:

• Bachelor's degree in Marine, Chemical or Mechanical Engineering and up to 2 years’ experience in a equivalent sales role, or
• 5 years’ sales experience, with at least 4 years’ in the maritime industry
• Good organizational and analytical skills as well as an ability to motivate and communicate effectively with staff
• Working knowledge of different software systems, and have strong computer usage experience
• Must be a team player, innovative, and creative
• Must have valid driver’s license

Physical Working Environment:

This position requires travel (amount of travel varies depending on region).

The Service Engineer is responsible for providing ocean going vessels with on-site and remote technical assistance regarding water and chemical treatment asset protection program adherence, energy management programs, cleaning solutions, welding, refrigeration and sealing products and installation services and repair of equipment. The Service Engineer will investigate and approve operational quality of onboard programs, processes and system equipment and instruct vessel crew in the operation and maintenance of the programs and systems. Serves as company liaison with customer on administrative and technical matters for assigned projects.

Principal Duties and Responsibilities:

• Analyze current application of Company programs and products onboard vessels
• Evaluate consistency of Water Treatment and Energy Management programs through on-site sample analysis and observation
• Collaborate with Chief Engineers and marine officers about full scope and application of Company product line
• Provide solutions for increased efficacy of Company products and identify potential vessel needs
• Supervise, whenever necessary, inspections, chemical cleanings, and installation and repair of Company equipment
• Provide training to the crew
• Maintain vessel information files through the use of service/technical assistance reports and conceptualize information towards achieving actionable knowledge
• Visit accounts with Account Executives and Area Manager to better understand client needs & key contacts
• Other tasks and projects may be assigned from time to time

Required / Desired Knowledge, Experiences and Skills:

• Relevant Bachelor’s degree with 3-5 years’ experience, or 5-8 years of related experience, in a technical role in the Marine or Chemical industry
• Strong interpersonal skills when working with colleagues and international maritime clients
• Strong communication skills, both verbal and written
• Strong technical knowledge and experience
• Flexible and motivated work ethic, with desire to serve the needs of the clients
• Commitment to safe working practices and environmental stewardship
• Understanding of maritime regulations a plus

Education/Certifications:

• Bachelor’s degree or equivalent in Marine, Chemical, or Mechanical Engineering or 5-8 years of related experience in a technical role in the Marine or Chemical industry

Physical Working Environment:

Position may be exposed to harsh industrial and external elements such as heat, vibration, noise and weather when onboard vessels and at ports. Must be able to navigate the structures and obstacles commonly found on ocean going vessels, such as vertical stairs, gangways, and narrow passages, and poses safety awareness around operating machinery and moving objects. Position requires travel approximately 25%.

Job Summary:

The Process Engineer is responsible for coordinating and directing activities involved in the implementation and completion of projects/contracts including, but not limited to, design, scheduling, construction, business expansion or retention, budgets, and construction compliance.

Principal Duties and Responsibilities:

• Identify process areas for improvement (operations, engineering, quality, EHS); collect, analyze and manage data from global processes; create trend charts based on the data; design and outline projects based on analyzed data and suggest areas for improvement.
• Project planning, vendor and contractor management globally; new equipment installation and start-up at various facilities; old equipment decommissioning at various facilities.
• Interface with various departments globally by administering the programs to manage the process engineering functions at Drew; train global personnel on various GPE topics; lead through the influence of local engineers, plant management and other business areas toward process control, improvement, & alignment.
• Utilization of improvement tools that support the processes of Drew worldwide; research and compose best practices to enforce use of the tools at facilities.
• Devising cost effective methods that can be used to modify existing processes.
• Create presentations and organize/lead team meetings.
• Strong problem-solving skills with the ability to think outside the box.

Required / Desired Knowledge, Experiences and Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Six Sigma green/black belt is a plus.
• Effectively work across borders, geographies, cultures and organizational boundaries.
• Effective networking, presentation, negotiation and communication skills. Excellent computer skills (Word, Excel, PowerPoint).

Education/Certifications:

• Bachelor's degree (B. S.) from an accredited four-year college or university Chemical Engineer; Minimum three-years’ work experience in an engineering position at a chemical company.

Physical Working Environment:

• Physical Demands/Work Environment - Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer, will require domestic and international travel of at least 30%.

Job Summary:

To initiate contact, generate and qualify leads to develop business and demand for Drew Marine products, systems, and services to clients (within a designated geographic area or business segment). Clearly communicate Drew’s value proposition and organization’s offering to the market’s Drew serves.

Principal Duties and Responsibilities:

• Actively promote Drew Marine products and services by independently driving profitable sales revenue for both existing and new customers within the territory assigned
• To build robust and secure customer relationships built on trusts and value
• Responsible for achieving growth and hitting sales targets by building existing and developing new business
• Prepare and expedite proposals for products and equipment for accounts and to follow the bid process through to final conclusion
• Manage the assigned accounts in a professional and efficient manner, consistent with good technical sales practice; To establish and execute a customer contact plan that will ensure the level of service and technical follow up needs and inquiries are properly and promptly addressed
• Prepare sales forecast for assigned clients
• Prepare monthly reports, summarizing key sales, client, and territory activities for submission to management
• Meet annual sales targets as outlined in the Sales Incentive Program
• Continuously identify sales opportunities within assigned territory or market segment.
• Prepare detailed account analysis, including historical sales, current sales and forecasts for each account assigned
• Maintain accurate and updated records on assigned accounts and potential new account activities
• Support and comply with Company policies, values and strategic objectives as well as the sales department objectives and procedures
• Liaise closely with the Technical and Marketing teams to enable all necessary support are given to sales and service efforts to the customers
• Attend and actively contribute to all Company meetings, technical and sales training and strategy seminars
• Maintain solid knowledge of Company competitors, their service offering and ongoing activities within assigned territory; regularly communicate with sales management and when necessary, develop and implement action plans to ensure accounts are retained with the Company
• Perform other related duties and projects as assigned

Required / Desired Knowledge, Experiences and Skills:

• Bachelor's degree in Marine or Chemical Engineering or Mechanical Engineering and minimum 2 years’ experience in a equivalent sales role, or
• Minimum 4 years’ sales experience, with at least 2 years in the maritime industry
• Good analytical skills as well as an ability to communicate effectively with staff
• Trained and practised in influence and persuation
• Working knowledge of different software systems, and have strong computer usage experience. Preferably in CRM and Microsoft Powerpoint, Excel and Word.
• Self-motivated, entrepreneurial, enthusiastic and resilient
• Must be a team player, innovative, and creative

Education/Certifications:

• Bachelor's degree in Marine, Chemical or Mechanical Engineering
• Must have valid driver’s license

Physical Working Environment:

• The position requires working from office preparing the proposals with solutions and visiting customers offices very regularly

Job Summary:

The Inventory Coordinator is responsible for managing and controlling all inventory and stock and channelizing the distribution of same.

Principal Duties and Responsibilities:

§ Inventory planning for Asia Pacific warehouses

§ Perform purchasing function and follow up with vendors on deliveries

§ Develop, document, and maintain procedures and processes to ensure efficiency

§ Conduct physical inventory counts as required

§ Shipment processing and preparation of shipping export documentation

§ Provide co-ordination/support on inventory and logistics matters

§ Administration support to inventory and shipping department

§ Other duties and tasks may be assigned

Required / Desired Knowledge, Experiences and Skills:

§ At least 2 years of inventory control experience

§ Strong organizational skills

§ Knowledge and understanding of computer inventory programs and software

§ Good analytical skills

§ Strong communication skills

§ Good command of English

§ Able to work in a fast-paced environment.

Education/Certifications:

§ Diploma preferred but “O”/”A” candidates with relevant experiences will be considered.

Job Summary:

The Staff Accountant will be responsible for compiling data and preparing invoices/bills and/or securing revenue by verifying and posting receipts and resolving discrepancies.

Principal Duties and Responsibilities:

§ Gather records, such as purchase orders, sales tickets, and packing slips, to compile data

§ Add freight charges to calculate a total order amount for each order

§ Prepare invoices listing items sold, amounts due, credit terms, and dates of shipment

§ Check acknowledgement to determine if order has been completed. Any backorders are returned to sales department

§ Update sales report on daily basis

§ Post customer payments by recording cash, checks, and credit card transactions

§ Update receivables by totaling unpaid invoices

§ Verify validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments, and from customers

§ Resolve valid or authorized deductions by entering adjusting entries

§ Resolve invalid or unauthorized deductions by following pending deductions procedures

§ Resolve collections by examining customer payment plans, payment history, and credit line; coordinate contact with collections department

§ Summarize receivables by maintaining invoice accounts; coordinate monthly transfer to accounts receivable account; verify totals, and prepare report

§ Other duties and tasks may be assigned

Required / Desired Knowledge, Experiences and Skills:

§ 1-3 years related accounting experience

§ Proficient with all Micrsoft Office software products (Excel, Word, etc.)

§ Good organizational skills

§ Must be detailed oriented

Education/Certifications:

§ Associate’s degree in Accounting or Finance or equivalent related experience