Client Services Specialist - American Bureau of Shipping (ABS)

The Client Services Specialist is responsible for managing the sales and customer service to all contracted clients. These activities include all facets of servicing the client, including audit scheduling, contract, and program adjustments, cross-selling opportunities, and general relationship management responsibilities.

What You Will Do:

• Manage meeting scheduling KPIs for the group.
• Training/reinforcing processes and procedures.
• Addressing customer complaints with individual Client Service when needed.
• Client services responsibilities for a dedicated group of clients to include key accounts, including: scheduling audits, optimizing clients' and auditors' audit schedules, maximizing audit days for a given level of customer demand, answering clients' questions about the certification process, understanding clients' certification needs, identify and offer the best type of service to meet clients' needs and accreditation requirements, update the scope of work as necessary and send to customer as a proposal.
• Receive, review, and execute all client requests related to their relationship with ABS Quality Evaluations Inc.
• Actively work with the operations department to develop and implement activities to enhance the client/company relationship.
• Review each relationship for efficiencies, profitability, and cross-selling opportunities. Use interface with clients to maximize cross-selling opportunities.
• Refer new business opportunities to the sales department for quotation and follow-up.
• Interface with operations services to ensure efficient audit delivery and accounts receivable maintenance.
• Promote teamwork within the group and cross-train fellow team members.
• Other responsibilities as assigned and as the position expands.

What You Will Need:

Education and Experience

• High School Diploma or equivalent work experience preferred.
• 5 years of experience or a combination of education and experience in a business/technical discipline or equivalent business/quality-related experience.
• Knowledge of ISO 9000, QS-9000, and ISO 14000 Standards and certification requirements or ability to develop such knowledge with training are preferred.

Knowledge, Skills, and Abilities

• Proven planning skills and ability to learn to schedule auditors.
• Excellent verbal and written communications skills; excellent telephone communications skills.
• Ability to work independently and comfortably perform multiple functions/tasks in a very high paced intense environment.
• Good business background, strong interpersonal skills, service-oriented, and customer sensitive, with concern for accuracy, effectiveness, flexibility, and innovation.
• Extensive computer skills including Excel, Work, Access, and ability to learn new operational systems. This position uses a proprietary database application almost continuously.
• Must have a positive attitude and be success oriented.
• Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

Reporting Relationships:

Reports to the Operations Manager.

ABOUT US

We set out more than 160 years ago to promote the security of life and property at sea and preserve the natural environment. Today, we remain true to our mission and continue to support organizations facing a rapidly evolving seascape of challenging regulations and new technologies. Through it all, we are anchored by a vision and mission that help our clients find clarity in uncertain times.

ABS is a global leader in marine and offshore classification and other innovative safety, quality, and environmental services. We're at the forefront of supporting the global energy transition at sea, the application of remote and autonomous marine systems, cutting-edge technical solutions, and many more exciting advancements. Our commitment to safety, reliability, and efficiency is ever-present, guiding our clients to safer and more efficient operations.

About Our Benefits

ABS Group proudly offers a variety of industry-leading benefits designed to enhance the life and well-being of our employees and their families. These benefits include, but are not limited to, medical insurance (PPO and HD), dental and vision insurance, Health Savings account (HSA), Flexible Savings Account (FSA), life insurance, accidental death and dismemberment insurance, disability leave programs, parental leave program, paid holidays, and paid vacation time. The Company provides an Employee Assistance Plan (EA