Cruise Specialist/Customer Support

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Wilhelmsen Ships Service is seeking a Cruise Business Facilitator in our Pasadena office.

As part of a specialist cruise team, you will be offering our products and services to the Cruise segment on a global basis. From receipt of enquiry through to final delivery you will be the customer’s main point of contact, advising customers on which products to buy when, where, why, and how. Along with facilitating the cross-site movements of stock to meet demand.

This role will involve a variety of different skill sets including Customer Service, Sales, Supply Chain & Administration as you strive to provide the very best customer experience to our key customers. To be successful in this position, you will need to be flexible, a team player, and need to be comfortable working in a fast-paced environment.

Why Should You Apply?
Fun and diverse workplace
Competitive pay and benefits package
Generous paid time off
Great opportunities for advancement

Main responsibilities

• Receive, interpret, respond and process customer requests as per agreed KPI’s
• Advise and support customers on what to buy, where to buy, why to buy and how to buy from WSS MP through good commercial and technical guidance
• Proactively follow up enquiries and RFQs and capture sales opportunities through planned quote follow up
• Identify and actively pursue sales and order building opportunities
• Ensure appropriate problem solving and close cooperation with other functions internally in order to fulfil customer needs in the most efficient way
• Actively promote sales campaigns, promotions and initiatives to customers.
• Work closely with the customers, understanding their needs and supporting their requirements related to the total WSS customer offer
• Capture customer specific information and requirements in the system and work proactively with customers to help them standardize their requests
• Be an active member of the Sales team for the respective account portfolio and keep all parties updated.
• Handle warranty claims, product return and change in cylinder ownership as per prevailing policies and procedures
• Follow up complaints/non-compliances through the improvement/complaint system in place
• Provide input and feedback on stocking requirements to the Supply Chain team for the Cruise fleets in advance.
• Reviewing and streamlining of upcoming deliveries
• Take an active role in the management of the customer agreements
• Ensure there is continuous communication on the availability and leads times of products with the customer, Transport & the warehouse on North American port deliveries
• Process orders/shipments:
• Order & facilitate movements of all non-available items from the North American sites or Rotterdam to meet demand
• Update ETA for incoming orders
• Provide complete and updated information to warehouse concerning time and place of delivery

Accountabilities
This position will be measured against:

• Sales growth
• Average order value
• Quote hit rate
• Quote follow up
• Customer satisfaction
• Other agreed KPI’s
• Accountable for responsiveness in line with set standards
• Accountable for timely delivery
• Accountable for correct delivery

Key KPIs

• Responsiveness in line with standards
• On time delivery
• Communication with other functions

Additional preferences

• Excellent telephone sales skills
• Good analytical skills and attention to detail
• Ability to communicate on all levels
• Enthusiasm for learning
• Interest/experience in the shipping industry and marine products
• Logistics experience

Wilhelmsen provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Salary will be commensurate with the applicant's experience and requirements expressed in the job description.

Compensation range depending on experience $20.00-$22.50 hourly.

#WSS

Job Type: Full-time

Pay: From $22.50 per hour

Expected hours: 40 per week

Experience level:

• 1 year

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person

Salary : $20 - $23